Chapter 02 Test Bank
Student:_________________________________________________________________
1. One of the most important and challenging questions confronting
managers today is how to lay the foundation for tomorrow’s success while
competing to win in today’s business environment.
True False
2. Analytics is the science of fact-based decision making.
True False
3. At the operational level, employees are continuously evaluating
company operations to hone the firm’s abilities to identify, adapt to,
and leverage change.
True False
4. At the operational level, employees develop, control, and maintain
core business activities required to run the day-to-day operations.
True False
5. Operational decisions are considered structured decisions.
True False
6. Asking how many employees are out sick is a type of operational
question.
True False
7. The structure of a typical organization is similar to a pyramid, with
different levels that require one consistent type of information to
assist with all managerial decision making.
True False
8. Operational decisions, or semistructured decisions, arise in
situations where established processes offer potential solutions.
True False
9. At the strategic decision-making level, employees develop, control,
and maintain core business activities.
True False
10. Unstructured decisions occur in situations in which no procedures or
rules exist to guide decision makers towards the correct choice.
True False
11. Strategic decisions are highly structured decisions.
True False
12. Key performance indicators can focus on external and internal
measurements.
True False
13. The proportion of the market that a firm captures is called market
share.
True False
14. A project is a temporary activity a company undertakes to create a
unique product, service, or result.
True False
15. Metrics are temporary activities a company undertakes to create a
unique product, service, or result.
True False
16. Metrics are measurements that evaluate results to determine whether a
project is meeting its goals.
True False
17. Return on investment indicates the earning power of a project.
True False
18. Effectiveness MIS metrics include throughput, transaction speed, and
system availability.
True False
19. Measuring the amount of website traffic is the best way to determine
an organization’s success.
True False
20. Efficiency MIS metrics include throughput, speed, and availability.
True False
21. Effectiveness MIS metrics measure the impact MIS has on business
processes and activities, including customer satisfaction and customer
conversion rates.
True False
22. Efficiency MIS metrics measure the impact MIS has on business
processes and activities, including customer satisfaction and customer
conversion rates.
True False
23. Best practices are the most successful solutions or problem-solving
methods that have been developed by a specific organization or industry.
True False
24. MIS support systems rely on models for computational and analytical
routines that mathematically express relationships among variables.
True False
25. Benchmarks are baseline values the system seeks to attain.
True False
26. A model is a simplified representation or abstraction of reality.
True False
27. Managers use transactional information when making structured
decisions at the operational level.
True False
28. Streamlining information encompasses all of the information contained
within a single business process or unit of work, and its primary purpose
is to support the performing of daily operational or structured
decisions.
True
False
29. The manipulation of information to create business intelligence in
support of strategic decision making is referred to as OLTP or online
transaction processing.
True False
30. Source documents are simplified representation or abstraction of
reality.
True False
31. Source documents are the original transaction records.
True False
32. Sensitivity analysis, what-if analysis, optimization analysis, and
market basket analysis are the common DSS analysis techniques.
True False
33. Granularity refers to the level of detail in the model or the
decision-making process.
True False
34. Visualization produces graphical displays of patterns and complex
relationships in large amounts of data.
True False
35. A digital dashboard produces graphical displays of patterns and
complex relationships in large amounts of data.
True False
36. Intelligent systems are various commercial applications of artificial
intelligence.
True False
37. A pivot rotates data to display alternative presentations of the
data.
True False
38. A consolidation rotates data to display alternative presentations of
the data.
True False
39. Digital dashboards offer consolidation, drill-down, and slice-anddice capabilities.
True False
40. A neural network is a category of efficiency metrics that attempts to
measure the way the human brain works.
True False
41. Investment companies use genetic effectiveness metrics to help in
trading decisions.
True False
42. Fuzzy logic is a mathematical method of handling imprecise or
subjective information.
True False
43. Fuzzy logic is the process within a genetic algorithm of randomly
trying combinations and evaluating the success (or failure) of the
outcome.
True False
44. Neural networks use technology allowing humans to interact with a
computer through bodily sensations and movements—for example, a cell
phone vibrating in your pocket.
True False
45. Mutation is the process within a genetic algorithm of randomly trying
combinations and evaluating the success (or failure) of the outcome.
True False
46. Mutation is a mathematical method of handling imprecise or subjective
information.
True False
47. A shopping bot is one of the simplest examples of an intelligent
agent.
True False
48. Augmented reality is the viewing of the physical world with computergenerated layers of information added to it.
True False
49. Google glass is a wearable computer with an optical head-mounted
display (OHMD).
True False
50. A haptic interface is primarily implemented and applied in virtual
reality environments and is used in virtual workplaces to enable
employees to shake hands, demonstrate products, and collaborate on
projects.
True False
51. Virtual workplace is the viewing of the physical world with computergenerated layers of information added to it.
True False
52. A virtual workplace is a work environment that is not located in any
one physical space.
True False
53. Google Glass is a work environment that is not located in any one
physical space.
True False
54. Augmented reality is a wearable computer with an optical head-mounted
display (OHMD).
True False
55. Virtual reality is a computer-simulated environment that can be a
simulation of the real world or an imaginary world.
True False
56. Improving the efficiency and effectiveness of its business processes
will improve a firm’s value chain.
True
False
57. Augmented reality is a computer-simulated environment that can be a
simulation of the real world or an imaginary world.
True False
58. Virtual reality is the viewing of the physical world with computergenerated layers of information added to it.
True False
59. Business-facing processes or back-office processes are invisible to
the external customer but essential to the effective management and
operation of the business.
True False
60. When evaluating the 5 steps in the order-to-delivery business
process, step one includes creating a campaign and checking inventory,
which are both part of the human resources function.
True False
61. Strategic planning is a customer-facing business process.
True False
62. Product delivery is a customer-facing business process.
True False
63. Core processes are business processes, such as manufacturing goods,
selling products, and providing services, that make up the primary
activities in a value chain.
True False
64. Core processes are patents that protect a specific set of procedures
for conducting a particular business activity.
True False
65. A static process uses a systematic approach in an attempt to improve
business effectiveness and efficiency continuously. Managers constantly
attempt to optimize static process.
True False
66. Examples of static processes include running payroll, calculating
taxes, and creating financial statements.
True False
67. Examples of dynamic processes include running payroll, calculating
taxes, and creating financial statements.
True False
68. A dynamic process is continuously changing and provides business
solutions to ever-changing business operations.
True False
69. A static process is continuously changing and provides business
solutions to ever-changing business operations.
True False
70. As the business and its strategies change, so do the dynamic
processes. Examples of dynamic processes include managing layoffs of
employees, changing order levels based on currency rates, and canceling
business travel due to extreme weather.
True False
71. A business process patent is a patent that protects a specific set of
procedures for conducting a particular business activity.
True False
72. A business management system is a graphic description of a process,
showing the sequence of process tasks, which is developed for a specific
purpose and from a selected viewpoint.
True False
73. To-Be process models show the results of applying change improvement
opportunities to the current (As-Is) process model.
True False
74. Business Process Model and Notation (BPMN) is a graphical notation
that depicts the steps in a business process.
True False
75. A Business Process Model and Notation (BPMN) event is anything that
happens during the course of a business process. An event is represented
by a circle in a business process model.
True False
76. A Business Process Model and Notation (BPMN) activity is a task in a
business process.
True False
77. A Business Process Model and Notation (BPMN) gateway is used to
control the flow of a process.
True False
78. A Business Process Model and Notation (BPMN) flow displays the path
in which the process flows.
True False
79. A Business Process Model and Notation (BPMN) flow is anything that
happens during the course of a business process. An event is represented
by a circle in a business process model.
True False
80. A Business Process Model and Notation (BPMN) event is a task in a
business process.
True False
81. A Business Process Model and Notation (BPMN) activity is used to
control the flow of a process.
True False
82. A Business Process Model and Notation (BPMN) gateway displays the
path in which the process flows.
True False
83. The primary goal of an As-Is process model is to simplify, eliminate,
and improve the To-Be processes.
True False
84. A swim lane layout arranges the steps of a business process into a
set of rows depicting the various elements.
True False
85. Business processes should never drive MIS choices and should be based
on business strategies and goals.
True False
86. A workflow control system monitors processes to ensure tasks,
activities, and responsibilities are executed as specified.
True False
87. Operational business processes are static, routine, daily business
processes such as stocking inventory, checking out customers, or daily
opening and closing processes.
True False
88. Redundancy occurs when a task or activity is never repeated.
True False
89. Managerial business processes are semidynamic, semiroutine, monthly
business processes such as resource allocation, sales strategy, or
manufacturing process improvements.
True False
90. Operational business processes are semidynamic, semiroutine, monthly
business processes such as resource allocation, sales strategy, or
manufacturing process improvements.
True False
91. Operational business processes are dynamic, nonroutine, long-term
business processes such as financial planning, expansion strategies, and
stakeholder interactions.
True False
92. Business process reengineering is the analysis and redesign of
workflow within and between enterprises.
True False
93. Strategic business processes are dynamic, nonroutine, long-term
business processes such as financial planning, expansion strategies, and
stakeholder interactions.
True False
94. Strategic business processes are static, routine, daily business
processes such as stocking inventory, checking out customers, or daily
opening and closing processes.
True False
95. Which of the following is an important challenge facing managers
today?
A. making business decisions
B. cultivating strategies
C. competing to win in today’s market
D. All of these are correct.
96. What must managers be able to do to compete in today’s global
marketplace?
A. make decisions to gain competitive advantages
B. make decisions that can help forecast future business needs
C. make decisions that can help forecast future business requirements
D. All of these are correct.
97. Which of the following is not considered a challenge facing most
managers today?
A. Managerial decisions must be made quickly.
B. Strategic decisions need to be made by applying analysis techniques.
C. Artificial intelligence is required by all managers to be successful.
D. Managerial decisions require large amounts of information to analyze.
98. Managers that must analyze data from 500 hotels to determine when to
discount rooms based on occupancy patterns would be placed in which
category for managerial decision-making challenges?
A. Managers need to analyze large amounts of information.
B. Managers must make decisions quickly.
C. Managers must apply sophisticated analysis techniques, such as
Porter’s strategies or forecasting, to make strategic decisions.
D. All of these are correct.
99. An important customer who shows up at a hotel that is fully booked
and the reservation is missing would be placed in which category for
managerial decision-making challenges?
A. Managers need to analyze large amounts of information.
B. Managers must make decisions quickly.
C. Managers must apply sophisticated analysis techniques, such as
Porter’s strategies or forecasting, to make strategic decisions.
D. All of these are correct.
100. A manager who must implement a loyalty program across 500 hotels
would be placed in which category for managerial decision-making
challenges?
A. Managers need to analyze large amounts of information.
B. Managers must make decisions quickly.
C. Managers must apply sophisticated analysis techniques, such as
Porter’s strategies or forecasting, to make strategic decisions.
D. All of these are correct.
101. Which of the following is not included in the decision-making
process?
A. Data Collection
B. Solution Benchmarking
C. Solution Generation
D. Solution Test
102. When evaluating the six-step decision-making process, what occurs
during the solution implementation step?
A. The process will begin again if the decisions made were incorrect.
B. definition of the problem as clearly and precisely as possible
C. details of every solution possible including ideas that seem far
fetched
D. The solution that best solves the problem is selected.
103. When evaluating the six-step decision-making process, what occurs
during the problem identification step?
A. The process will begin again if the decisions made were incorrect.
B. definition of the problem as clearly and precisely as possible
C. details of every solution possible including ideas that seem far
fetched
D. The solution that best solves the problem is selected.
104. When evaluating the six-step decision-making process, what occurs
during the solution selection step?
A. The process will begin again if the decisions made were incorrect.
B. definition of the problem as clearly and precisely as possible
C. details of every solution possible including ideas that seem far
fetched
D. The solution that best solves the problem is selected.
105. When evaluating the six-step decision-making process, what occurs
during the solution test step?
A. The process will begin again if the decisions made were incorrect.
B. definition of the problem as clearly and precisely as possible
C. details of every solution possible including ideas that seem far
fetched
D. None of these are correct.
106. Which of the following would you include as decisions and
responsibilities typically found at the operational level of a company?
A. develop core business activities required to run the day-to-day
operations
B. control core business activities required to run the day-to-day
operations
C. maintain core business activities required to run the day-to-day
operations
D. All of these are correct.
107. Data collection, solution generation, and solution implementation
are all concepts associated with which of the following processes?
A. the six-step problem-solving process
B. the six-step decision-making process
C. the four-step problem-solving process
D. the four-step decision-making process
108. Review the following key terms. Which one defines an operational
decision that involves situations where established processes offer
potential solutions?
A. optimization analysis decision
B. artificial intelligence decision
C. structured decision
D. unstructured decision
109. Which of the following is considered an operational or structured
decision?
A. determining how many employees are out sick
B. determining the impact of last month’s marketing campaign
C. allocating resources to a department for a new system
D. monitoring performance of a project team
110. Which of the following represents the structure of a typical
organization?
A. flat line
B. pyramid
C. circle
D. cube
111. What is the science of fact-based decision making?
A. analytics
B. structured decisions
C. unstructured decisions
D. semistructured decisions
112. Andy Benton works at the local Starbucks coffee shop and his
responsibilities include taking orders, fulfilling orders, and ringing in
sales. At what level of the organizational pyramid would you categorize
Andy?
A. strategic
B. owner
C. operational
D. managerial
113. Which of the following represents the three different levels of a
company pyramid from the top to the bottom?
A. managerial, strategic, operational
B. strategic, managerial, operational
C. operational, managerial, strategic
D. strategic, operational, managerial
114. Which of the following would you include as decisions and
responsibilities typically found at the managerial level of a company?
A. monthly Plans
B. monthly Budgets
C. weekly Schedule
D. All of these are correct.
115. Which of the following is considered an unstructured decision?
A. reordering inventory
B. deciding to enter a new market
C. creating the employee weekly staffing schedule
D. creating the employee weekly production schedule
116. Which of the following is considered a managerial decision or
semistructured decision?
A. determining how many employees are out sick
B. determining the impact of last month’s marketing campaign
C. investigating why payroll is having problems running
D. tracking how much inventory is in the warehouse
117. Which of the following key terms represents the types of decisions
made at the operational, managerial, and strategic levels of a company?
A. structured decisions
B. unstructured decisions
C. semistructured decisions
D. All of these are correct.
118. At which level do managers develop the overall business strategies
and monitor the performance of the organization and the competitive
business environment?
A. operational
B. strategic
C. managerial
D. communications
119. Jenny Welch works at a retail store selling sports equipment. Her
daily tasks include opening the store, creating the work schedules,
processing payroll, overseeing sales and inventory, and training
employees. At what level of the organizational pyramid would you
categorize Jenny?
A. managerial
B. operational
C. strategic
D. owner
120. Bill Schultz works at a high-power investment firm
Bill is responsible for promoting the firm’s vision and
company-wide goals and strategies. He also monitors the
performance of the company and its direction for future
strategies. At what level of the organizational pyramid
categorize Bill?
A. strategic
B. owner
C. operational
D. managerial
in Los Angeles.
creating the
overall strategic
business
would you
121. Chuck Biggs has been hired to oversee all of the plans that the city
of Denver has created to expand its train transportation system by adding
six more lines to the metro area. Chuck will be responsible for planning
the project, managing the processes, and finalizing each new line as it
is completed. How would you categorize the majority of the decisions
Chuck will have to make to complete his job?
A. unstructured decisions
B. semistructured decisions
C. structured decisions
D. strategic decisions
122. What occurs in situations in which a few established processes help
to evaluate potential solutions, but not enough to lead to a definite
recommended decision?
A. analytics
B. structured decisions
C. unstructured decisions
D. semistructured decisions
123. What occurs in situations in which no procedures or rules exist to
guide decision makers toward the correct choice?
A. analytics
B. structured decisions
C. unstructured decisions
D. semistructured decisions
124. At which level of an organization are employees continuously
evaluating company operations to hone the firm’s abilities to identify,
adapt to, and leverage change?
A. operational level
B. managerial level
C. strategic level
D. All of these are correct.
125. At which level of an organization do managers develop overall
business strategies, goals, and objectives as part of the company’s
strategic plan?
A. operational level
B. managerial level
C. strategic level
D. All of these are correct.
126. CSFs and KPIs are two core metrics used to evaluate results and
measure the progress of a project for a business. Which of the following
represents the acronyms for CSF and KPI?
A. continual success factors and key performance indicators
B. critical success factors and key project ideas
C. customer success findings and key project ideas
D. critical success factors and key performance indicators
127. What are measurements that evaluate results to determine whether a
project is meeting its goals?
A. models
B. metrics
C. benchmarks
D. genetic algorithms
128. What are the crucial steps companies perform to achieve their goals
and objectives and implement their strategies?
A. critical success factors
B. crucial success factors
C. key performance indicators
D. key performance factors
129. Which of the following statements is accurate?
A. Key performance indicators can have no more than four critical success
factors.
B. Critical success factors can have no more than four key performance
indicators.
C. Key performance indicators can have several critical success factors.
D. Critical success factors can have several key performance indicators.
130. Key performance indicators are the metrics a company uses to
evaluate progress toward critical success factors. Which of the following
represents a key performance indicator?
A. create high-quality products
B. reduce product costs
C. percentage of help desk calls answered in the first minute
D. hire the best business professionals
131. CFSs and KPIs are the two core metrics used within a business to
track progress or success. What is the relationship between CSFs and
KPIs?
A. CFSs are business strategy elements where KPIs measure the progress of
the CFSs.
B. CFSs build the business environment where KPIs explain how to build
the CFSs.
C. KPIs are used first where CFSs are applied after.
D. KPIs promote employees on their performance level where CFSs demote
employees based on their performance level.
132. Market share measures a firm’s external performance relative to that
of its competitors. Which of the following represents how a firm measures
market share?
A. multiplying the firm’s sales by the industries total sales
B. dividing the firm’s sales by the total market sales for the entire
industry
C. subtracting your competitors’ sales from your total sales
D. subtracting the industries’ total sales from the firm’s total sales
133. Anne Marie Cole runs the sales division for a local auto insurance
firm. One of her key duties is to calculate her company’s market share.
When evaluating the prior year numbers, she found that her firm achieved
total sales of $3 million and the entire industry had $30 million in
sales. What is Anne Marie’s current market share?
A. 1%
B. 10%
C. 18%
D. 20%
134. Anne Marie Cole runs the sales division for a local auto insurance
firm. One of her key duties is to ensure the company has 10 percent
market share by the end of the year. When evaluating the current sales
numbers, she determines that her sales division has total sales of $3
million and the entire industry has total sales of $50 million. What
additional sales must Anne Marie’s division meet to ensure they have 10
percent of the market by the end of the year?
A. $1 million
B. $2 million
C. $5 million
D. $10 million
135. What type of measurement uses market share as a KPI?
A. fuzzy logic measurement
B. external measurement
C. neural network measurement
D. internal measurement
136. Which of the following represents an internal KPI that indicates the
earning power of a project?
A. market share
B. return on intelligent
C. sensitivity analysis
D. return on investment
137. Todd Haitz is the marketing manager for the National Basketball
Association. Todd analyzes and tracks his marketing campaigns to
determine the best success rate per project for increasing ticket sales.
Todd uses an internal KPI to track his marketing campaign success. Which
of the following would be an internal KPI Todd would use to track his
marketing campaigns?
A. marketing campaign ROI
B. marketing campaign percentage of fans purchasing Sports Illustrated
magazine
C. marketing campaign advertiser revenue sales
D. marketing campaign market share
138. What are measurements that evaluate results to determine whether a
project is meeting its goals?
A.
B.
C.
D.
ROI
metrics
best practices
KPI
139. What are the crucial steps companies perform to achieve their goals
and objectives and implement their strategies?
A. ROI
B. CSF
C. KPI
D. None of these are correct.
140. What are the quantifiable metrics a company uses to evaluate
progress toward critical success factors?
A. ROI
B. CSF
C. KPI
D. None of these are correct.
141. Which of the following is an example of a critical success factor?
A. increase customer satisfaction
B. number of new customers
C. number of new products
D. percentage of employee turnover
142. What could a manager use to measure the success of an MIS project?
A. effectiveness MIS metrics, efficiency MIS metrics
B. effectiveness MIS metrics, expert MIS metrics
C. expert MIS metrics, executive MIS metrics
D. All of these are correct.
143. What type of metrics measure throughput, transaction speed, and
system availability?
A. efficiency MIS metrics
B. effectiveness MIS metrics
C. ROI
D. benchmarks
144. What types of metrics measure customer satisfaction?
A. efficiency MIS metrics
B. effectiveness MIS metrics
C. both efficiency and effectiveness MIS metrics
D. both ROI and market share
145. According to Peter Drucker, what are managers who do things right
addressing?
A. efficiency
B. effectiveness
C. both efficiency and effectiveness
D. customer satisfaction only
146. Which of the following is a type of effectiveness MIS metric?
A. transaction speed
B. system availability
C. usability
D. throughput
147. A common mistake that many managers tend to make is focusing on only
one type of metrics because they are easier to measure. Which type of
metrics do they focus on?
A. effectiveness MIS metrics
B. efficiency MIS metrics
C. endurance MIS metrics
D. product sales metrics
148. As a manager for your company some of your responsibilities include
measuring metrics and overseeing company strategies. You observe some
critical success factors and see large increases in productivity. What
would you suspect would be the primary reason for the large increases in
productivity?
A. decreases in effectiveness
B. increases in effectiveness
C. increases in executive roles
D. decreases in efficiency
149. Which of the following is a type of efficiency MIS metric?
A. customer satisfaction
B. conversion rates
C. financial transactions
D. web traffic
150. Efficiency MIS metrics focus on the extent to which a firm is using
its resources in an optimal way, while effectiveness MIS metrics focus on
_________.
A. understanding how successful a firm is at achieving its goals and
objectives
B. analyzing if a firm is doing the right things
C. setting the right goals and ensuring they are accomplished
D. All of these are correct.
151. What is the term for the most successful solutions or problemsolving methods that have been developed by a specific organization or
industry?
A. ROI
B. metrics
C. best practices
D. KPI
152. What indicates the earning power of a project?
A. ROI
B. metrics
C. best practices
D. KPI
153. Which of the following describes the efficiency MIS metric of
throughput?
A. the number of hours a system is available for users
B. the time it takes to respond to user interactions, such as a mouse
click
C. the amount of information that can travel through a system at any
point in time
D. the ease with which people perform transactions and/or find
information
154. Which of the following tracks the number of customers an
organization touches for the first time and persuades to purchase its
products or services?
A. customer satisfaction
B. usability
C. conversion rates
D. financial
155. What do usability effectiveness MIS metrics measure?
A. the ease with which people perform transactions and find information
B. the number of customers an organization "touches" for the first time
and persuades to purchase its products or services
C. the amount of time a system takes to perform a transaction
D. the number of hours a system is available for users
156. Which term is used to describe the ease with which people perform
transactions and/or find information?
A. usability
B. customer satisfaction
C. financial
D. conversion rates
157. What is measured by such benchmarks as satisfaction surveys,
percentage of existing customers retained, and increases in revenue
dollars per customer?
A. usability
B. customer satisfaction
C. financial
D. conversion rates
158. Which of the following would efficiency MIS metrics measure?
A. response time
B. system availability
C. transaction speed
D. All of these are correct.
159. Which of the following are the four common types of effectiveness
MIS metrics?
A. unstructured decisions, customer satisfaction, conversion rates,
financial
B. usability, customer service, conversion rates, fiscal year revenue
C. usability, customer satisfaction, conversion rates, financial
D. usability, customer satisfaction, conversion rates, affordability
160. Drew Savage is an MIS manager for an international consulting firm.
Drew travels to different European countries where he implements news
response tracking systems. Some of the metrics he uses to track the
performance of his system include tracking the response time it takes to
respond to Twitter posts mentioning the news station, as well as the
speed and accuracy of content posted on numerous websites and social
media sites. What type of metrics is Drew using to measure his system?
A. customer satisfaction metrics
B. efficiency metrics
C. effectiveness metrics
D. benchmarking metrics
161. What would a company like eBay or Amazon be constantly benchmarking?
A. MIS efficiency
B. MIS effectiveness
C. MIS efficiency and MIS effectiveness
D. usability metrics only
162. When considering the graph depicting the interrelationships between
efficiency and effectiveness, where does an organization ideally want to
operate?
A. upper right-hand corner
B. lower right-hand corner
C. upper left-hand corner
D. lower left-hand corner
163. When analyzing the interrelationships between efficiency and
effectiveness, where would a company ideally want to operate?
A. with high efficiency
B. the upper right-hand corner of the interrelationship graph
C. with high effectiveness
D. All of these are correct.
164. What is the process of continuously measuring system results,
comparing those results to optimal system performance, and identifying
steps and procedures to improve system performance?
A. benchmarking
B. bottlenecking
C. consolidation
D. cycle time
165. What can a model accomplish?
A. calculate risks
B. understand uncertainty
C. manipulate time
D. All of these are correct.
166. Which of the following is not included as part of a benchmark?
A. Benchmarks help assess how an MIS project performs over time.
B. When measured against MIS projects, benchmarks can provide feedback so
managers can control the system.
C. Benchmarks help to establish baseline values the system seeks to
attain.
D. All of these are correct.
167. What is a simplified representation or abstraction of reality?
A. model
B. metric
C. redundancy
D. sensitivity analysis
168. What can a manager use a model to do?
A. calculate risk
B. change variables
C. understand uncertainty
D. All of these are correct.
169. What would managers use to make structured decisions at the
operational level?
A. transactional information
B. analytical information
C. EIS system
D. intelligent system
170. Which of the following would create transactional information?
A. projecting future sales growth
B. making an airline reservation
C. a semistructured decision to hire more employees
D. generating payroll reports
171. What encompasses all the information contained within a single
business process or unit of work and has a primary purpose of supporting
the performance of daily operational or structured decisions?
A. OLTP
B. OLAP
C. analytical information
D. transactional information
172. What is the manipulation of information to create business
intelligence in support of strategic decision making?
A. OLTP
B. OLAP
C. TPS
D. DSS
173. What models information and provides assistance in evaluating and
choosing among different courses of action?
A. OLTP
B. OLAP
C. TPS
D. DSS
174. What captures transaction and event information using technology to
(1) process the information according to defined business rules, (2)
store the information, and (3) update existing information to reflect the
new information?
A. OLTP
B. OLAP
C. TPS
D. DSS
175. What is the basic business system that serves the operational level
and assists in making structured decisions?
A. OLTP
B. OLAP
C. TPS
D. DSS
176. What encompasses all organizational information and has a primary
purpose of supporting the performance of managerial analysis or
semistructured decisions?
A. OLTP
B. OLAP
C. analytical information
D. transactional information
177. Which of the following is an incorrect enterprise view of
information technology?
A. Processes are analytical for executives and transactional for
analysts.
B. Granularity is coarse for executives and fine for analysts.
C. Processing is OLTP for executives and OLAP for analysts.
D. None of these are correct.
178. Which of the following is a not a type of organizational information
system?
A. executive information system
B. decisions support system
C. analysis processing system
D. transactional processing system
179. What are the three primary types of management information systems
available to support decision making across the company levels?
A. transaction processing systems, decision support systems, executive
information systems
B. analytical information, decision support systems, executive
information systems
C. transaction processing systems, drill-down systems, expert systems
D. what-if analysis, sensitivity analysis, goal-seeking analysis
180. A transaction processing system (TPS) is the basic business system
that assists operational level analysts when making structured decisions.
Which of the following is not an example of a TPS?
A. Target’s internal company payroll system
B. Comfort Dental patient diagnosis system
C. First Bank’s overall accounting system
D. Stewart Sport’s order entry system
181. Online transaction processing (OLTP) is the capturing of transaction
and event information using technology to _____________.
A. update existing information to reflect the new information
B. store the information
C. process the information according to defined business rules
D. All of these are correct.
182. Which of the following does not represent an example of analytical
information?
A. trends and product statistics
B. unstructured long-term decisions
C. five-year sales report
D. future growth projections
183. What is the MIS system that manipulates information to create
business intelligence in support of strategic decision making?
A. online transaction processing (OLTP)
B. online analytical processing (OLAP)
C. digital dashboard
D. visualization
184. When viewing systems thinking, source documents are the original
transaction records. What would the source documents for a medical
doctor’s payroll system include?
A. employee time sheets
B. employee benefit reports
C. employee wage rates
D. All of these are correct.
185. Decision support systems model information using OLAP, which
provides assistance in evaluating and choosing among different courses of
action. Which of the following does not represent an example of a DSS in
business?
A. an insurance company using a system to gauge risk of providing
insurance to drivers who have imperfect driving records
B. a medical doctor may enter symptoms into a system to aid her in
diagnosing and treating patients
C. a manufacturing digital dashboard showing visualizations of inventory
and production
D. a dentist entering symptoms into a system to help diagnose and treat
patients
186. What is the flow that a systems thinking approach using a TPS would
follow?
A. Streamlining (Input) - CRUD, Calculate (Process) - Reports (Output).
B. Source Documents (Input) - Optimization Analysis (Process) (Feedback) - (Output).
C. Source Documents (Input) - CRUD, Calculate (Process) - Reports
(Output) - (Feedback).
D. Selling Documents (Input) - Cycle Time (Process) - Reports (Output) (Feedback).
187. Which of the following is considered an input in the systems
thinking example of a TPS?
A. CRUD
B. calculate
C. report
D. source document
188. Which of the following is considered part of the process in the
systems thinking example of a TPS?
A. source document
B. calculate
C. report
D. All of these are correct.
189. Which of the following is considered the output in the systems
thinking example of a TPS?
A. CRUD
B. calculate
C. reports
D. source document
190. Which of the following represents the top-down (executives to
analysts) organizational levels of information technology systems?
A. TPS, DSS, EIS
B. DSS, TPS, EIS
C. EIS, DSS, TPS
D. None of these are correct; it varies from organization to
organization.
191. Which of the following represent the four main DSS analysis
techniques outlined in the chapter?
A. what-if analysis, sensitivity analysis, goal-seeking analysis,
optimization analysis
B. workflow analysis, sensitivity analysis, growth analysis,
organizational analysis
C. what-if analysis, structured analysis, goal-seeking analysis,
optimization analysis
D. what-if analysis, sensitivity analysis, growth analysis,
organizational analysis
192. Tom Jordan is a manager for a McDonald’s restaurant. Many of his key
responsibilities include analyzing data and making key decisions for the
success of his store. Tom’s store has been experiencing decreased sales
for breakfast services over the past 3 months. Tom is unsure why
breakfast revenues are down while lunch and dinner revenues remain
unchanged. Tom believes that he can drive revenue up by implementing a
few different breakfast promotions, such as free coffee or hash browns
with the purchase of a meal. Tom performs an extensive analysis of how
continuous changes in breakfast promotions could impact his daily
revenue. What type of DSS analysis is Tom performing?
A. optimization analysis
B. sensitivity analysis
C. transaction analysis
D. goal-seeking analysis
193. What is the DSS analysis that checks the impact of a change in a
variable or assumption on the model?
A. optimization analysis
B. goal-seeking analysis
C. sensitivity analysis
D. what-if analysis
194. What refers to the level of detail in the model or the decisionmaking process?
A. granularity
B. visualization
C. digital dashboard
D. All of these are correct.
195. What produces graphical displays of patterns and complex
relationships in large amounts of data?
A. granularity
B. visualization
C. digital dashboard
D. All of these are correct.
196. What tracks KPIs and CSFs by compiling information from multiple
sources and tailoring it to meet user needs?
A. granularity
B. visualization
C. digital dashboard
D. All of these are correct.
197. Which of the following is considered the input in the systems
thinking example of a DSS?
A. TPS
B. what-if
C. optimization
D. forecasts
198. Which of the following is considered the process in the systems
thinking example of a DSS?
A. TPS
B. optimization
C. forecasts
D. simulation
199. Which of the following is considered the output in the systems
thinking example of a DSS?
A. TPS
B. optimization
C. goal seeking
D. forecasts
200. Which of the following is correct in terms of granularity?
A. refers to the level of detail in the model
B. the greater the granularity, the deeper the level of detail of the
data
C. the greater the granularity, the deeper the level of fineness of the
data
D. All of these are correct.
201. Which of the following is a potential feature of a digital
dashboard?
A. a hot list of KPIs refreshed every 15 minutes
B. a running line graph of planned versus actual production for the past
24 hours
C. a graph of stock market prices
D. All of these are correct.
202. What is consolidation?
A. involves the aggregation of information and features simple roll-ups
to complex groupings of interrelated information
B. the ability to look at information from different perspectives
C. enables users to get details, and details of details, of information
D. finds the inputs necessary to achieve a goal, such as a desired level
of output
203. What is pivot?
A. involves the aggregation of information and features simple roll-ups
to complex groupings of interrelated information
B. rotates data to display alternative presentations of the data
C. enables users to get details, and details of details, of information
D. finds the inputs necessary to achieve a goal such as a desired level
of output
204. What is drill-down capability?
A. involves the aggregation of information and features simple roll-ups
to complex groupings of interrelated information
B. the ability to look at information from different perspectives
C. enables users to get details, and details of details, of information
D. finds the inputs necessary to achieve a goal such as a desired level
of output
205. What is slice-and-dice capability?
A. involves the aggregation of information and features simple roll-ups
to complex groupings of interrelated information
B. the ability to look at information from different perspectives
C. enables users to get details, and details of details, of information
D. finds the inputs necessary to achieve a goal such as a desired level
of output
206. What compiles information from multiple sources and tailors it to
meet user needs?
A. drill-down
B. sensitivity analysis
C. what-if analysis
D. digital dashboard
207. What rotates data to display alternative presentations of the data?
A. drill-down
B. sensitivity analysis
C. what-if analysis
D. pivot
208. Online transaction processing (OLTP) and online analytical
processing (OLAP) are similar MIS strategies used to help with business
decision making. What is the primary difference between OLTP and OLAP?
A. OLTP is used at the operational level; OLAP is used at the managerial
level
B. OLTP is used to capture transactional and event data; OLAP is used to
manipulate information
C. OLTP is used to support structured decisions; OLAP is used to support
semistructured decisions
D. All of these are correct.
209. An optimization analysis finds the optimum value for a target
variable by repeatedly changing other variables, subject to specified
constraints. What can a manager determine by changing revenue and cost
variables in an optimization analysis?
A. calculate the highest potential profits
B. calculate employee benefit payments
C. use this as an extension for a digital dashboard
D. create production schedules
210. What is the analysis that works in reverse to what-if and
sensitivity analysis by finding the inputs necessary to achieve a goal,
such as a desired level of output?
A. solutions-based analysis
B. optimization system
C. goal-seeking analysis
D. revenue analysis
211. Decision making at the executive or strategic level requires
business intelligence and knowledge to support the uncertainty and
complexity of the business. What is a specialized DSS that supports
senior-level executives and unstructured decisions requiring judgment,
evaluation, and insight?
A. OLTP
B. Executive Information System (EIS)
C. Transaction Support System (TSS)
D. Decision Support System (DSS)
212. Executives of a company deal less with details of the operational
activities and more with the higher meaningful aggregations of
information, or "coarser" information. What refers to the level of detail
in the model?
A. drill-down
B. visualization
C. granularity
D. consolidation
213. How does a DSS typically differ from an EIS?
A. EIS requires data from external sources to support unstructured
decisions; DSS typically use internal sources to support semistructured
decisions.
B. DSS typically use external sources, and EIS use internal sources to
support decisions.
C. DSS never use external sources.
D. EIS always use internal sources to support structured decisions.
214. What is a graphical display of patterns and complex relationships in
large amounts of data?
A. visualization
B. model
C. table
D. digital spreadsheet
215. What is a common tool used to support visualizations and that tracks
KPIs and CSFs by compiling information from multiple sources?
A. models
B. digital dashboards
C. neural networks
D. verified graphs
216. Artificial intelligence stimulates human thinking and behavior, such
as the ability to reason and learn. What is the ultimate goal of AI?
A. to build an intelligent system
B. to build an intelligent agent
C. to build a system that can mimic human intelligence
D. to build a system that can mimic an expert agent
217. What types of business decisions would an EIS use AI for?
A. semistructured decisions
B. multistructured decisions
C. structured decisions
D. unstructured decisions
218. Which of the following business ideas is not using AI?
A. Best Buy implements a software system that will determine how many
customers are needed to increase gross profits to $5 million.
B. McDonald’s unveils a robot that cleans and tidies the restaurant,
while also asking guests if it can take their trays to the trash.
C. Starbucks creates a system that works like a hand and lifts and moves
the mixing pots for the coffees to and from the coffee machines to the
counters.
D. Golf courses create an automated golf cart that can offer swing
suggestions, club suggestions, and even navigate the course for the
driver.
219. Which of the following is an example of an intelligent system?
A. the firefighter robot that can extinguish flames at chemical plants
B. Shell Oil’s Smart Pump robot that pumps gas for the customer
C. a robot that cleans and sweeps at a local airport
D. All of these are correct.
220. Which of the following does not represent a category of AI?
A.
B.
C.
D.
genetic algorithms
neural networks
expert systems
consolidation
221. Which of the following is offered by a digital dashboard?
A. consolidation
B. drill-down
C. slice-and-dice
D. All of these are correct.
222. Which of the following would not be found in a digital dashboard for
a manufacturing team?
A. a graph of stock market prices
B. a running line graph of planned versus actual production for the past
24 hours
C. an excel spreadsheet with cost analysis data
D. a hot list of key performance indicators, refreshed every 15 minutes
223. As the product manager for the eatery division at Whole Foods, Jerry
is responsible for analyzing sales data to help him manage his team.
Today Jerry is analyzing his data using many different perspectives to
identify different ways to improve his division. Which of the following
common digital dashboard capabilities is Jerry using to analyze his
department’s success?
A. slice-and-dice
B. pivot
C. drill-down
D. consolidation
224. As the product manager for the eatery division at Whole Foods, Jerry
is responsible for analyzing sales data to help him manage his team.
Today Jerry is analyzing his data using aggregation techniques allowing
him to see simple roll-ups to complex groupings of interrelated
information. Which of the following common digital dashboard capabilities
is Jerry using to analyze his department's success?
A. slice-and-dice
B. pivot
C. drill-down
D. consolidation
225. As the product manager for the eatery division at Whole Foods, Jerry
is responsible for analyzing sales data to help him manage his team.
Today Jerry is analyzing his data by looking at details, and details of
details, of information. Which of the following common digital dashboard
capabilities is Jerry using to analyze his department's success?
A. slice-and-dice
B. pivot
C. drill-down
D. consolidation
226. Van Lines Inc. is a large corporation operating in all 50 states.
Jim Poulos is the regional manager overseeing the western division, which
includes Utah, Colorado, Idaho, Montana, Wyoming, and Nevada. Jim
receives data from his managers in each state which he loads into his
digital dashboard for analysis of his entire western division. What
digital dashboard capability is Jim primarily using?
A. drill-down
B. slice-and-dice
C. intelligent system
D. consolidation
227. Which of the following is the most commonly used form of AI in the
business arena?
A. intelligent system
B. artificial intelligence
C. expert system
D. neural network
228. What is a system that uses computerized advisory programs to imitate
the reasoning processes of experts in solving difficult problems?
A. expert system
B. virtual reality
C. neural network
D. genetic algorithm
229. Which category of AI is used extensively in the finance industry to
analyze situations where the logic or rules are unknown?
A. expert system
B. virtual reality
C. neural network
D. genetic algorithm
230. Which of the following is not a feature of a neural network?
A. Neural networks can cope with huge volumes of information with many
variables.
B. Neural networks can function without complete or well-structured
information.
C. Neural networks can analyze linear relationships only.
D. Neural networks can learn and adjust to new circumstances on their
own.
231. What is the mathematical method of handling imprecise or subjective
information?
A. fuzzy logic
B. virtual reality
C. expert system
D. genetic algorithm
232. What is a category of AI that attempts to emulate the way the human
brain works?
A. intelligent system
B. artificial intelligence
C. expert systems
D. neural network
233. Which industry has been relying on neural network technology for
over two decades?
A. food service
B. hotels
C. finance
D. healthcare
234. Which type of AI system assigns values of 0 and 1 to vague or
ambiguous information?
A. genetic algorithms
B. artificial intelligence
C. fuzzy logic
D. intelligent agents
235. What is the process within a genetic algorithm of randomly trying
combinations and evaluating the success (or failure) of the outcome.
A. augmented reality
B. mutation
C. fuzzy logic
D. shopping bot
236. What is an optimizing system that can find and evaluate solutions
with many more possibilities, faster and more thoroughly than a human?
A. genetic algorithm
B. expert system
C. intelligent agent
D. virtual reality
237. What is software that will search several retailer websites and
provide a comparison of each retailer’s offerings, including prices and
availability?
A. augmented reality
B. mutation
C. fuzzy logic
D. shopping bot
238. What is a special-purpose knowledge-based information system that
accomplishes specific tasks on behalf of its users?
A. intelligent system
B. artificial intelligence
C. neural network
D. intelligent agent
239. What do cargo transport systems, book distribution centers, the
video game market, a flu epidemic, and an ant colony have in common?
A. They are all expert systems.
B. They are all genetic algorithm systems.
C. They are all neural network systems.
D. They are all complex adaptive systems.
240. Sears department stores used to plant employees in competitors’
stores to perform research and analysis. Recently the company implemented
a system that can search competitor websites and provide comparisons of
price, promotions, and availability and the system is saving time, money,
and resources. What type of system did Sears implement?
A. shopping algorithm
B. shopping network
C. shopping logic
D. shopping bot
241. What is the process of learning from ecosystems and adapting their
characteristics to human and organization situations?
A. data collection
B. artificial intelligence
C. biomimicry
D. intelligent system
242. Which of the following offers an example of an intelligent agent
that uses a multi-agent system?
A. a cargo transport system
B. book distribution center
C. a flu epidemic
D. All of these are correct.
243. Which of the following is a special-purpose knowledge-based
information system that accomplishes specific tasks on behalf of its
users?
A. intelligent agent
B. executive agent
C. expert agent
D. modeling system
244. What is the term for viewing of the physical world with computergenerated layers of information added to it?
A. augmented reality
B. Google Glass
C. haptic interface
D. virtual reality
245. What is a wearable computer with an optical head-mounted display
(OHMD)?
A. augmented reality
B. Google Glass
C. haptic interface
D. virtual reality
246. What uses technology allowing humans to interact with a computer
through bodily sensations and movements—for example, a cell phone
vibrating in your pocket?
A. augmented reality
B. Google Glass
C. haptic interface
D. virtual reality
247. What is augmented reality?
A. the viewing of the physical world with computer-generated layers of
information added to it
B. a wearable computer with an optical head-mounted display (OHMD)
C. uses technology allowing humans to interact with a computer through
bodily sensations and movements
D. a work environment that is not located in any one physical space
248. What is Google Glass?
A. the viewing of the physical world with computer-generated layers of
information added to it
B. a wearable computer with an optical head-mounted display (OHMD)
C. uses technology allowing humans to interact with a computer through
bodily sensations and movements
D. a work environment that is not located in any one physical space
249. What is a haptic interface?
A. the viewing of the physical world with computer-generated layers of
information added to it
B. a wearable computer with an optical head-mounted display (OHMD)
C. uses technology allowing humans to interact with a computer through
bodily sensations and movements
D. a work environment that is not located in any one physical space
250. What is a virtual workplace?
A. the viewing of the physical world with computer-generated layers of
information added to it
B. a wearable computer with an optical head-mounted display (OHMD)
C. uses technology allowing humans to interact with a computer through
bodily sensations and movements
D. a work environment that is not located in any one physical space
251. Bob Silver loves playing a game called World of Warcraft where he
has the capability to create his own character and even his own life-like
environment. Into which AI system would you categorize World of Warcraft?
A. multi-agent system
B. expert system
C. virtual reality
D. fuzzy logic system
252. What is the viewing of the physical world with computer-generated
layers of information added to it?
A. virtual reality
B. augmented reality
C. virtual workforce
D. All of these are correct.
253. What is the term for a computer-simulated environment that can be a
simulation of the real world or an imaginary world?
A. virtual reality
B. augmented reality
C. virtual workforce
D. All of these are correct.
254. Which business process would you find in the marketing and sales
division?
A. manufacturing inventory
B. enrolling employees in health care benefits
C. promoting of discounts
D. creating financial statements
255. Which of the following departments is primarily responsible for
promoting discounts, attracting customers, and communicating marketing
campaigns?
A. Accounting and Finance
B. Marketing and Sales
C. Operations Management
D. Human Resources
256. Which of the following represents a business process you would find
in the operations management department?
A. ordering inventory
B. processing sales
C. promoting discounts
D. paying of accounts payable
257. Which of the below represents business processes you would find in
the human resources department?
A.
B.
C.
D.
Hiring employees
Enrolling employees in benefit plans
Tracking vacation and sick time
All of these are correct.
258. What is the difference between customer-facing processes and
business-facing processes?
A. Business-facing processes are front-office processes, customer-facing
processes are back-office processes.
B. Customer-facing processes are front-office processes, business-facing
processes are back-office processes.
C. Customer-facing processes are back-office processes, and industryspecific customer-facing processes are back-office processes.
D. Customer-facing processes are back-office processes, and industryspecific customer-facing processes are front-office processes.
259. Which of the following is a customer-facing process?
A. communicating with customers
B. strategic goal setting
C. providing performance feedback and rewards
D. purchasing raw materials
260. Which of the following represents a business-facing process?
A. loan processing
B. order processing
C. strategic planning
D. customer billing
261. Most business processes are cross-functional or cross-departmental
processes that span the entire organization. Which of the following does
not represent a cross-functional business process?
A. order-to-delivery process
B. loan processing
C. taking a product from concept to market
D. processing payroll
262. The accounting and finance department performs processes such as
creating financial statements, paying accounts payables, and collecting
accounts receivables. What form of processes do these represent?
A. customer-facing processes
B. business-facing processes
C. industry-specific customer facing processes
D. All of these are correct.
263. Which of the following processes focuses on the entire customer
order process and operates across functional departments?
A. order to delivery process
B. customer billing process
C. customer loan process
D. All of these are correct.
264. Which processes would be found in the operations management
department?
A. creating production schedules
B. communicating marketing campaigns
C. hiring employees
D. processing sales
265. What form of processes include loan processing for a bank, claims
processing for an insurance company, reservation processing for a hotel,
and baggage handling for an airline?
A. customer-facing processes
B. business-facing processes
C. industry-specific customer-facing processes
D. All of these are correct.
266. What type of process includes order processing, customer service
processing, sales processing, customer billing processing, and order
shipping processing?
A. customer-facing processes
B. business-facing processes
C. industry-specific customer facing processes
D. All of these are correct.
267. When considering the 5 steps of the order-to-delivery business
process, creating campaigns and checking inventory are included in which
step?
A. Step 4 – Sales
B. Step 1 – Marketing
C. Step 3 – Operations management
D. Step 2 – Customer service
268. When considering the 5 steps of the order-to-delivery business
process, supporting sales are included in which step?
A. Step 2 – Sales
B. Step 1 – Marketing
C. Step 3 – Operations management
D. Step 5 – Customer service
269. When considering the 5 steps of the order-to-delivery business
process, manufacturing goods are included in which step?
A. Step 2 – Sales
B. Step 1 – Marketing
C. Step 3 – Operations management
D. Step 5 – Customer service
270. When considering the 5 steps of the order-to-delivery business
process, which step includes places orders, notifies production, and
checks credit?
A. Step 2 – Sales
B. Step 1 – Marketing
C. Step 3 – Operations management
D. Step 5 – Customer service
271. What uses a systematic approach in an attempt to improve business
effectiveness and efficiency continuously?
A. static process
B. dynamic process
C. sales process
D. customer service process
272. What is continuously changing and provides business solutions to
ever-changing business operations?
A. static process
B. dynamic process
C. sales process
D. customer service process
273. Managers constantly attempt to optimize _________.
A. static processes
B. dynamic processes
C. sales processes
D. customer service processes
274. Which of the following is an example of static processes?
A. running payroll
B. calculating taxes
C. creating financial statements
D. All of these are correct.
275. Which of the following is an example of dynamic processes?
A. employee layoffs
B. order level changes based on currency rates
C. canceling business travel due to extreme weather
D. All of these are correct.
276. Which of the following is an example of dynamic processes?
A. running payroll
B. calculating taxes
C. creating financial statements
D. employee layoffs
277. Which of the following is an example of static processes?
A. employee layoffs
B. order level changes based on currency rates
C. canceling business travel due to extreme weather
D. creating financial statements
278. As the business and its strategies change, so do the _________
processes.
A. static
B. dynamic
C. sales
D. customer service
279. Jessica Ulta works as an employee for City Service Credit Union and
is responsible for consulting on loans, talking clients through the loan
process, and providing loans to members. What type of processes does
Jessica primarily work with?
A. business-facing processes
B. industry-specific customer-facing processes
C. customer-facing process
D. industry-specific business-facing processes
280. Sarah Schin was recently hired by Bank West as the Global Director
of Human Resources. Her job duties include determining employment
policies as well as overseeing all hiring, firing, and training of
employees. What type of processes does Sarah’s new job demonstrate?
A. business-facing processes
B. industry-specific customer facing processes
C. customer-facing processes
D. industry-specific business-facing processes
281. Business process modeling, or mapping is the activity of creating a
detailed flowchart or process map of a work process that shows its
inputs, tasks, and activities in a(n) ________ sequence.
A. unstructured
B. semistructured
C. structured
D. unilateral
282. What is a graphical notation that depicts the steps in a business
process?
A. business process model nation
B. business practice model notation
C. business process model notation
D. business practice management notes
283. What displays the path in which the process flows?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
284. What is a task in a business process?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
285. What is a model that represents the current state of the operation
without any specific improvements or changes to existing processes?
A. As-Is process models
B. To-Be process models
C. competitive business process models
D. workflow model
286. What is the business process model that ensures the process is fully
and clearly understood before the details of a process solution are
decided upon?
A. As-Is process model
B. business process reengineering model
C. customer facing process
D. To-Be process model
287. What is the difference between the As-Is process model and the To-Be
process model?
A. The As-Is process model begins with what the process problem is, and
the To-Be process model displays how the problem will be solved.
B. The process models are not related.
C. Both process models determine when to solve the problem.
D. The As-Is process model begins with where to implement the solution,
and the To-Be process model displays why the problem needs to be fixed.
288. What is the primary goal of the As-Is
A. to outline the process elements for the
B. to create process choices for the As-Is
C. to simplify, eliminate, and improve the
D. to analyze the To-Be process elements
process model?
To-Be process
process
To-Be process
289. The local florist in town is Cheryl Steffan who has been in business
for over 20 years. Recently, Cheryl has noticed several complaints about
delivery errors. Cheryl decides to investigate the errors in her business
delivery process and finds that most of the inaccuracies occur during
order taking. Cheryl decides to implement an electronic ordering system
to help improve order efficiency and effectiveness. What method did
Cheryl follow to solve her delivery issues?
A. modeled the As-Is process, fixed the errors, and then created the ToBe process
B. modeled the To-Be process, fixed the errors, and then created the AsIs process
C. moved directly to implementing the To-Be process without analyzing the
As-Is process
D. moved directly to implementing the As-Is process without analyzing the
To-Be process
290. What is the primary goal of using As-Is and To-Be process models?
A. to determine employee specific errors
B. to determine measurement metrics
C. to determine the best way to solve a proble
D. to determine what the problem is and then how to solve the problem
291. What is anything that happens during the course of a business
process?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
292. What is used to control the flow of a process?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
293. What is represented by a circle in a business process model?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
294. What is represented by a rounded-corner rectangle in a business
process model?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
295. What is represented by a diamond shape in a business process model?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
296. What is represented by arrows in a business process model?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
297. Which of the below examples indicates when the time is right to
initiate a business process change?
A. The market being served makes a distinctive shift.
B. The company is below industry benchmarks on its core processes.
C. The company strategically passes or leapfrogs the competition on key
decisions to regain competitive advantage.
D. All of these are correct.
298. What is a workflow control system?
A. monitors processes to ensure tasks, activities, and responsibilities
are executed as specified
B. includes the tasks, activities, and responsibilities required to
execute each step in a business process
C. attempts to understand and measure the current process and make
performance improvements accordingly
D. All of these are correct.
299. What includes the tasks, activities, and responsibilities required
to execute each step in a business process?
A. workflow
B. swim lane
C. automation
D. streamlining
300. What is the process of computerizing manual tasks, making them more
efficient and effective and dramatically lowering operational costs?
A. workflow
B. swim lane
C. automation
D. streamlining
301. Transaction processing systems are primarily used to automate
business processes. Automation increases efficiency and effectiveness
while reducing head count, which in turn reduces the overall operational
_____________.
A. costs
B. systems
C. revenues
D. intelligence
302. Review the following list of key terms and determine which one
typically occurs during operational business process improvement.
A. automation
B. streamlining
C. reengineering
D. improvement
303. What are operational business processes?
A. dynamic, nonroutine, long-term business processes such as financial
planning, expansion strategies, and stakeholder interactions
B. semidynamic, semiroutine, monthly business processes such as resource
allocation, sales strategy, or manufacturing process improvements
C. static, routine, daily business processes such as stocking inventory,
checking out customers, or daily opening and closing processes
D. None of these are correct.
304. What are static, routine, daily business processes, such as stocking
inventory, checking out customers, or daily opening and closing
processes?
A. operational business processes
B. managerial business processes
C. strategic business processes
D. success business processes
305. Changing business processes with MIS outlines how to improve the
three levels of business processes: operational, managerial, and
strategic. From operational to strategic, what are the three major
improvement strategies that the author describes?
A. automation – streamlining – reengineering
B. artificial intelligence – streamlining – reengineering
C. automation – workflow – reinvention
D. automation – consolidating – restructuring
306. Which process attempts to understand and measure the current process
and make improvements?
A. business process mapping
B. business process reengineering
C. business process improvement
D. business process model
307. Review the following list of key terms and determine which one
typically occurs during managerial business process improvement.
A. automation
B. streamlining
C. reengineering
D. improvement
308. Several factors can accelerate the need for a company to make
business improvement processes. What is the most obvious factor?
A. market shifts
B. technology
C. discoveries
D. bottlenecking
309. What improves managerial level business processes?
A. performance measures
B. bottlenecks
C. redundancy
D. streamlining
310. What improves business process efficiencies by simplifying or
eliminating unnecessary steps?
A. workflow
B. swim lane
C. automation
D. streamlining
311. What occurs when resources reach full capacity and cannot handle any
additional demands limiting throughput and impeding operations?
A. bottlenecks
B. redundancy
C. automation
D. streamlining
312. What occurs when a task or activity is unnecessarily repeated?
A. bottlenecks
B. redundancy
C. automation
D. streamlining
313. Automating a business process that contains _______ or _______ will
magnify or amplify these problems if they are not corrected first.
A. bottlenecks; regulations
B. redundancies; regulations
C. bottlenecks; redundancies
D. redundancies; swim lanes
314. What are semidynamic, semiroutine, monthly business processes such
as resource allocation, sales strategy, or manufacturing process
improvements?
A. Operational business processes.
B. Managerial business processes.
C. Strategic business processes.
D. Success business processes.
315. What are managerial business processes?
A. dynamic, nonroutine, long-term business processes such as financial
planning, expansion strategies, and stakeholder interactions
B. semidynamic, semiroutine, monthly business processes such as resource
allocation, sales strategy, or manufacturing process improvements
C. static, routine, daily business processes such as stocking inventory,
checking out customers, or daily opening and closing processes
D. None of these are correct.
316. What are strategic business processes?
A. dynamic, nonroutine, long-term business processes such as financial
planning, expansion strategies, and stakeholder interactions
B. semidynamic, semiroutine, monthly business processes such as resource
allocation, sales strategy, or manufacturing process improvements
C. static, routine, daily business processes such as stocking inventory,
checking out customers, or daily opening and closing processes
D. None of these are correct.
317. Review the following list of key terms and determine which one
typically occurs during strategic business process improvement.
A. automation
B. streamlining
C. reengineering
D. improvement
318. What are dynamic, nonroutine, long-term business processes such as
financial planning, expansion strategies, and stakeholder interactions?
A. Operational business processes.
B. Managerial business processes.
C. Strategic business processes.
D. Success business processes.
319. Fedex is a great example of a company that created a competitive
advantage through combining MIS and _______________.
A. traditional distribution and logistics processes
B. logistic processes and an As-Is process model
C. artificial intelligence and As-Is process model
D. swim lanes and logistic processes
320. What is the analysis and redesign of workflow within and between
enterprises?
A. critical success factors (CSFs)
B. benchmarking metrics
C. business process reengineering (BPR)
D. decision support interfaces (DSI)
321. What does BPR assume about the current process in the extreme?
A. current process is irrelevant
B. current process is broken
C. current process must be overhauled from scratch
D. All of these are correct.
322. Which represents the four main steps in the business process
reengineering?
A. set project problem, study competition, create new products, and
implement solution
B. set project scope, study competition, create new products, and
implement solution
C. set project scope, study competition, create new processes, and
implement solution
D. study competition, set project scope, create new processes, and
implement solutions
323. Which of the following explains why a company would implement a BPR
strategy?
A. to encourage competition
B. to decrease customers
C. to create value for the customer
D. all of these are correct.
324. Explain the importance of decision making for managers at each of
the three primary organization levels along with the associated decision
characteristics.
325. Define critical success factors (CSFs) and key performance
indicators (KPIs), and explain how managers use them to measure the
success of MIS projects.
326. Classify the different operational support systems, managerial
support systems, and strategic support systems, and explain how managers
can use these systems to make decisions and gain competitive advantages.
327. Describe artificial intelligence, and identify its five main types.
328. Explain the value of business processes for a company, and
differentiate between customer-facing and business-facing process.
329. Demonstrate the value of business process modeling, and compare AsIs and To-Be models.
330. Differentiate among business process improvements, streamlining, and
reengineering.
Chapter 02 Test Bank Key
1. One of the most important and challenging questions confronting
managers today is how to lay the foundation for tomorrow’s success while
competing to win in today’s business environment.
TRUE
Feedback: The most important and most challenging questions confronting
managers today is how to lay the foundation for tomorrow’s success while
competing to win in today’s business environment.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
2. Analytics is the science of fact-based decision making.
TRUE
Feedback: Analytics is the science of fact-based decision making.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
3. At the operational level, employees are continuously evaluating
company operations to hone the firm’s abilities to identify, adapt to,
and leverage change.
FALSE
Feedback: At the managerial level, employees are continuously evaluating
company operations to hone the firm’s abilities to identify, adapt to,
and leverage change.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
4. At the operational level, employees develop, control, and maintain
core business activities required to run the day-to-day operations.
TRUE
Feedback: At the operational level employees are develop, control, and
maintain core business activities required to run the day-to-day
operations.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
5. Operational decisions are considered structured decisions.
TRUE
Feedback: Operational decisions are considered structured decisions.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
6. Asking how many employees are out sick is a type of operational
question.
TRUE
Feedback: Asking how many employees are out sick is a type of operational
question.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
7. The structure of a typical organization is similar to a pyramid, with
different levels that require one consistent type of information to
assist with all managerial decision making.
FALSE
Feedback: The structure of a typical organization is similar to a
pyramid, with different levels that require different types of
information to assist decision making, problem solving, and opportunity
capturing.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
8. Operational decisions, or semistructured decisions, arise in
situations where established processes offer potential solutions.
FALSE
Feedback: Operational decisions are considered structured decisions not
semistructured decision, which arise in situations where established
processes offer potential solutions.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
9. At the strategic decision-making level, employees develop, control,
and maintain core business activities.
FALSE
Feedback: At the operational decision-making level, employees develop,
control, and maintain core business activities required to run the dayto-day operations.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
10. Unstructured decisions occur in situations in which no procedures or
rules exist to guide decision makers towards the correct choice.
TRUE
Feedback: Unstructured decisions occur in situations in which no
procedures or rules exist to guide decision makers toward the correct
choice.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
11. Strategic decisions are highly structured decisions.
FALSE
Feedback: Strategic decisions are highly unstructured decisions.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
12. Key performance indicators can focus on external and internal
measurements.
TRUE
Feedback: Key performance indicators (KPIs) can focus on external and
internal measurements.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
13. The proportion of the market that a firm captures is called market
share.
TRUE
Feedback: The proportion of the market that a firm captures is called
market share.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
14. A project is a temporary activity a company undertakes to create a
unique product, service, or result.
TRUE
Feedback: A project is a temporary activity a company undertakes to
create a unique product, service, or result.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
15. Metrics are temporary activities a company undertakes to create a
unique product, service, or result.
FALSE
Feedback: A project is a temporary activity a company undertakes to
create a unique product, service, or result.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
16. Metrics are measurements that evaluate results to determine whether a
project is meeting its goals.
TRUE
Feedback: Metrics are measurements that evaluate results to determine
whether a project is meeting its goals.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
17. Return on investment indicates the earning power of a project.
TRUE
Feedback: Return on investment indicates the earning power of a project.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
18. Effectiveness MIS metrics include throughput, transaction speed, and
system availability.
FALSE
Feedback: Efficiency MIS metrics include throughput, speed, and
availability.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
19. Measuring the amount of website traffic is the best way to determine
an organization’s success.
FALSE
Feedback: A large amount of website traffic does not indicate large
revenues or website success.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
20. Efficiency MIS metrics include throughput, speed, and availability.
TRUE
Feedback: Efficiency MIS metrics include throughput, speed, and
availability.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
21. Effectiveness MIS metrics measure the impact MIS has on business
processes and activities, including customer satisfaction and customer
conversion rates.
TRUE
Feedback: Effectiveness MIS metrics measure the impact MIS has on
business processes and activities, including customer satisfaction and
customer conversion rates.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
22. Efficiency MIS metrics measure the impact MIS has on business
processes and activities, including customer satisfaction and customer
conversion rates.
FALSE
Feedback: Effectiveness MIS metrics measure the impact MIS has on
business processes and activities, including customer satisfaction and
customer conversion rates.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
23. Best practices are the most successful solutions or problem-solving
methods that have been developed by a specific organization or industry.
TRUE
Feedback: Best practices are the most successful solutions or problemsolving methods that have been developed by a specific organization or
industry.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
24. MIS support systems rely on models for computational and analytical
routines that mathematically express relationships among variables.
TRUE
Feedback: MIS support systems rely on models for computational and
analytical routines that mathematically express relationships among
variables.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
25. Benchmarks are baseline values the system seeks to attain.
TRUE
Feedback: Benchmarks are baseline values the system seeks to attain.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
26. A model is a simplified representation or abstraction of reality.
TRUE
Feedback: A model is a simplified representation or abstraction of
reality.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
27. Managers use transactional information when making structured
decisions at the operational level.
TRUE
Feedback: Managers use transactional information when making structured
decisions at the operational level.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
28. Streamlining information encompasses all of the information contained
within a single business process or unit of work, and its primary purpose
is to support the performing of daily operational or structured
decisions.
FALSE
Feedback: Transactional information encompasses all of the information
contained within a single business process or unit of work, and its
primary purpose is to support the performing of daily operational or
structured decisions.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
29. The manipulation of information to create business intelligence in
support of strategic decision making is referred to as OLTP or online
transaction processing.
FALSE
Feedback: The manipulation of information to create business intelligence
in support of strategic decision making is online analytical processing
(OLAP).
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
30. Source documents are simplified representation or abstraction of
reality.
FALSE
Feedback: A model is a simplified representation or abstraction of
reality.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
31. Source documents are the original transaction records.
TRUE
Feedback: Source documents are the original transaction records.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
32. Sensitivity analysis, what-if analysis, optimization analysis, and
market basket analysis are the common DSS analysis techniques.
FALSE
Feedback: Sensitivity analysis, what-if analysis, optimization analysis,
and goal-seeking analysis are the common DSS analysis techniques.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
33. Granularity refers to the level of detail in the model or the
decision-making process.
TRUE
Feedback: Granularity refers to the level of detail in the model or the
decision-making process.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
34. Visualization produces graphical displays of patterns and complex
relationships in large amounts of data.
TRUE
Feedback: Visualization produces graphical displays of patterns and
complex relationships in large amounts of data.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
35. A digital dashboard produces graphical displays of patterns and
complex relationships in large amounts of data.
FALSE
Feedback: Visualization produces graphical displays of patterns and
complex relationships in large amounts of data.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
36. Intelligent systems are various commercial applications of artificial
intelligence.
TRUE
Feedback: Intelligent systems are various commercial applications of
artificial intelligence.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
37. A pivot rotates data to display alternative presentations of the
data.
TRUE
Feedback: A pivot rotates data to display alternative presentations of
the data.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
38. A consolidation rotates data to display alternative presentations of
the data.
FALSE
Feedback: A pivot rotates data to display alternative presentations of
the data.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
39. Digital dashboards offer consolidation, drill-down, and slice-anddice capabilities.
TRUE
Feedback: Digital dashboards offer consolidation, drill-down, and sliceand-dice capabilities.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
40. A neural network is a category of efficiency metrics that attempts to
measure the way the human brain works.
FALSE
Feedback: A neural network is a category of artificial Intelligence that
attempts to emulate the way the human brain works.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
41. Investment companies use genetic effectiveness metrics to help in
trading decisions.
FALSE
Feedback: Investment companies use genetic algorithms to help in trading
decisions.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
42. Fuzzy logic is a mathematical method of handling imprecise or
subjective information.
TRUE
Feedback: Fuzzy logic is a mathematical method of handling imprecise or
subjective information.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
43. Fuzzy logic is the process within a genetic algorithm of randomly
trying combinations and evaluating the success (or failure) of the
outcome.
FALSE
Feedback: Mutation is the process within a genetic algorithm of randomly
trying combinations and evaluating the success (or failure) of the
outcome.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
44. Neural networks use technology allowing humans to interact with a
computer through bodily sensations and movements—for example, a cell
phone vibrating in your pocket.
FALSE
Feedback: A haptic interface uses technology allowing humans to interact
with a computer through bodily sensations and movements—for example, a
cell phone vibrating in your pocket. A haptic interface is primarily
implemented and applied in virtual reality environments and is used in
virtual workplaces to enable employees to shake hands, demonstrate
products, and collaborate on projects.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
45. Mutation is the process within a genetic algorithm of randomly trying
combinations and evaluating the success (or failure) of the outcome.
TRUE
Feedback: Mutation is the process within a genetic algorithm of randomly
trying combinations and evaluating the success (or failure) of the
outcome.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
46. Mutation is a mathematical method of handling imprecise or subjective
information.
FALSE
Feedback: Fuzzy logic is a mathematical method of handling imprecise or
subjective information.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
47. A shopping bot is one of the simplest examples of an intelligent
agent.
TRUE
Feedback: A shopping bot is one of the simplest examples of an
intelligent agent.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
48. Augmented reality is the viewing of the physical world with computergenerated layers of information added to it.
TRUE
Feedback: Augmented reality is the viewing of the physical world with
computer-generated layers of information added to it.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
49. Google glass is a wearable computer with an optical head-mounted
display (OHMD).
TRUE
Feedback: Google glass is a wearable computer with an optical headmounted display (OHMD). Developed by Google, it adds an element of
augmented reality to the user’s world by displaying information in a
smartphone-like hands-free format.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
50. A haptic interface is primarily implemented and applied in virtual
reality environments and is used in virtual workplaces to enable
employees to shake hands, demonstrate products, and collaborate on
projects.
TRUE
Feedback: A haptic interface uses technology allowing humans to interact
with a computer through bodily sensations and movements—for example, a
cell phone vibrating in your pocket. A haptic interface is primarily
implemented and applied in virtual reality environments and is used in
virtual workplaces to enable employees to shake hands, demonstrate
products, and collaborate on projects.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
51. Virtual workplace is the viewing of the physical world with computergenerated layers of information added to it.
FALSE
Feedback: Augmented reality is the viewing of the physical world with
computer-generated layers of information added to it.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
52. A virtual workplace is a work environment that is not located in any
one physical space.
TRUE
Feedback: A virtual workplace is a work environment that is not located
in any one physical space.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
53. Google Glass is a work environment that is not located in any one
physical space.
FALSE
Feedback: A virtual workplace is a work environment that is not located
in any one physical space.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
54. Augmented reality is a wearable computer with an optical head-mounted
display (OHMD).
FALSE
Feedback: Google Glass is a wearable computer with an optical headmounted display (OHMD). Developed by Google, it adds an element of
augmented reality to the user’s world by displaying information in a
smartphone-like hands-free format.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
55. Virtual reality is a computer-simulated environment that can be a
simulation of the real world or an imaginary world.
TRUE
Feedback: Virtual reality is a computer-simulated environment that can be
a simulation of the real world or an imaginary world.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
56. Improving the efficiency and effectiveness of its business processes
will improve a firm’s value chain.
TRUE
Feedback: Improving the efficiency and effectiveness of its business
processes will improve the firm’s value chain.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
57. Augmented reality is a computer-simulated environment that can be a
simulation of the real world or an imaginary world.
FALSE
Feedback: Augmented reality is the viewing of the physical world with
computer-generated layers of information added to it.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
58. Virtual reality is the viewing of the physical world with computergenerated layers of information added to it.
FALSE
Feedback: Virtual reality is a computer-simulated environment that can be
a simulation of the real world or an imaginary world.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
59. Business-facing processes or back-office processes are invisible to
the external customer but essential to the effective management and
operation of the business.
TRUE
Feedback: Business-facing processes or back-office processes are
invisible to the external customer but essential to the effective
management of the business.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
60. When evaluating the 5 steps in the order-to-delivery business
process, step one includes creating a campaign and checking inventory,
which are both part of the human resources function.
FALSE
Feedback: Step one includes creating a campaign and checking inventory,
which are both part of the marketing function.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
61. Strategic planning is a customer-facing business process.
FALSE
Feedback: Strategic planning is a business-facing process and is
invisible to the customer.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
62. Product delivery is a customer-facing business process.
TRUE
Feedback: Product delivery is a customer-facing business process.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
63. Core processes are business processes, such as manufacturing goods,
selling products, and providing services, that make up the primary
activities in a value chain.
TRUE
Feedback: Core processes are business processes, such as manufacturing
goods, selling products, and providing services, that make up the primary
activities in a value chain.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
64. Core processes are patents that protect a specific set of procedures
for conducting a particular business activity.
FALSE
Feedback: Business process patents are patents that protect a specific
set of procedures for conducting a particular business activity.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
65. A static process uses a systematic approach in an attempt to improve
business effectiveness and efficiency continuously. Managers constantly
attempt to optimize static process.
TRUE
Feedback: A static process uses a systematic approach in an attempt to
improve business effectiveness and efficiency continuously. Managers
constantly attempt to optimize static process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
66. Examples of static processes include running payroll, calculating
taxes, and creating financial statements.
TRUE
Feedback: Examples of static processes include running payroll,
calculating taxes, and creating financial statements.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
67. Examples of dynamic processes include running payroll, calculating
taxes, and creating financial statements.
FALSE
Feedback: Examples of static processes include running payroll,
calculating taxes, and creating financial statements.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
68. A dynamic process is continuously changing and provides business
solutions to ever-changing business operations.
TRUE
Feedback: A dynamic process is continuously changing and provides
business solutions to ever-changing business operations.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
69. A static process is continuously changing and provides business
solutions to ever-changing business operations.
FALSE
Feedback: A dynamic process is continuously changing and provides
business solutions to ever-changing business operations.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
70. As the business and its strategies change, so do the dynamic
processes. Examples of dynamic processes include managing layoffs of
employees, changing order levels based on currency rates, and canceling
business travel due to extreme weather.
TRUE
Feedback: As the business and its strategies change, so do the dynamic
processes. Examples of dynamic processes include managing layoffs of
employees, changing order levels based on currency rates, and canceling
business travel due to extreme weather.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
71. A business process patent is a patent that protects a specific set of
procedures for conducting a particular business activity.
TRUE
Feedback: A business process patent is a patent that protects a specific
set of procedures for conducting a particular business activity.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
72. A business management system is a graphic description of a process,
showing the sequence of process tasks, which is developed for a specific
purpose and from a selected viewpoint.
FALSE
Feedback: A business process model is a graphic description of a process,
showing the sequence of process tasks, which is developed for a specific
purpose and from a selected viewpoint.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
73. To-Be process models show the results of applying change improvement
opportunities to the current (As-Is) process model.
TRUE
Feedback: To-Be process models show the results of applying change
improvement opportunities to the current (As-Is) process model.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
74. Business Process Model and Notation (BPMN) is a graphical notation
that depicts the steps in a business process.
TRUE
Feedback: Business Process Model and Notation (BPMN) is a graphical
notation that depicts the steps in a business process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
75. A Business Process Model and Notation (BPMN) event is anything that
happens during the course of a business process. An event is represented
by a circle in a business process model.
TRUE
Feedback: A BPMN event is anything that happens during the course of a
business process. An event is represented by a circle in a business
process model.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
76. A Business Process Model and Notation (BPMN) activity is a task in a
business process.
TRUE
Feedback: A BPMN activity is a task in a business process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
77. A Business Process Model and Notation (BPMN) gateway is used to
control the flow of a process.
TRUE
Feedback: A BPMN gateway is used to control the flow of a process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
78. A Business Process Model and Notation (BPMN) flow displays the path
in which the process flows.
TRUE
Feedback: A BPMN flow displays the path in which the process flows.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
79. A Business Process Model and Notation (BPMN) flow is anything that
happens during the course of a business process. An event is represented
by a circle in a business process model.
FALSE
Feedback: A BPMN event is anything that happens during the course of a
business process. An event is represented by a circle in a business
process model.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
80. A Business Process Model and Notation (BPMN) event is a task in a
business process.
FALSE
Feedback: A BPMN activity is a task in a business process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
81. A Business Process Model and Notation (BPMN) activity is used to
control the flow of a process.
FALSE
Feedback: A BPMN gateway is used to control the flow of a process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
82. A Business Process Model and Notation (BPMN) gateway displays the
path in which the process flows.
FALSE
Feedback: A BPMN flow displays the path in which the process flows.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
83. The primary goal of an As-Is process model is to simplify, eliminate,
and improve the To-Be processes.
TRUE
Feedback: The primary goal of an As-Is process model is primarily to
simplify, eliminate, and improve the To-Be processes.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
84. A swim lane layout arranges the steps of a business process into a
set of rows depicting the various elements.
TRUE
Feedback: A swim lane layout arranges the steps of a business process
into a set of rows depicting the various elements.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
85. Business processes should never drive MIS choices and should be based
on business strategies and goals.
FALSE
Feedback: Business processes should drive MIS choices and should be based
on business strategies and goals.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
86. A workflow control system monitors processes to ensure tasks,
activities, and responsibilities are executed as specified.
TRUE
Feedback: A workflow control system monitors processes to ensure tasks,
activities, and responsibilities are executed as specified.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
87. Operational business processes are static, routine, daily business
processes such as stocking inventory, checking out customers, or daily
opening and closing processes.
TRUE
Feedback: Operational business processes are static, routine, daily
business processes such as stocking inventory, checking out customers, or
daily opening and closing processes.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
88. Redundancy occurs when a task or activity is never repeated.
FALSE
Feedback: Redundancy occurs when a task or activity is unnecessarily
repeated.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
89. Managerial business processes are semidynamic, semiroutine, monthly
business processes such as resource allocation, sales strategy, or
manufacturing process improvements.
TRUE
Feedback: Managerial business processes are semidynamic, semiroutine,
monthly business processes such as resource allocation, sales strategy,
or manufacturing process improvements.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
90. Operational business processes are semidynamic, semiroutine, monthly
business processes such as resource allocation, sales strategy, or
manufacturing process improvements.
FALSE
Feedback: Managerial business processes are semidynamic, semiroutine,
monthly business processes such as resource allocation, sales strategy,
or manufacturing process improvements.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
91. Operational business processes are dynamic, nonroutine, long-term
business processes such as financial planning, expansion strategies, and
stakeholder interactions.
FALSE
Feedback: Strategic business processes are dynamic, nonroutine, long-term
business processes such as financial planning, expansion strategies, and
stakeholder interactions.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
92. Business process reengineering is the analysis and redesign of
workflow within and between enterprises.
TRUE
Feedback: Business process reengineering (BPR) is the analysis and
redesign of workflow within and between enterprises.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
93. Strategic business processes are dynamic, nonroutine, long-term
business processes such as financial planning, expansion strategies, and
stakeholder interactions.
TRUE
Feedback: Strategic business processes are dynamic, nonroutine, long-term
business processes such as financial planning, expansion strategies, and
stakeholder interactions.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
94. Strategic business processes are static, routine, daily business
processes such as stocking inventory, checking out customers, or daily
opening and closing processes.
FALSE
Feedback: Operational business processes are static, routine, daily
business processes such as stocking inventory, checking out customers, or
daily opening and closing processes.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
95. Which of the following is an important challenge facing managers
today?
A. making business decisions
B. cultivating strategies
C. competing to win in today’s market
D. All of these are correct.
Feedback: The most important challenges facing management of a company
are 1) decision making, 2) cultivating strategies for the future
business, and 3) competing to win in today’s market.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Scrambling: Locked
Accessibility: Keyboard Navigation
96. What must managers be able to do to compete in today’s global
marketplace?
A. make decisions to gain competitive advantages
B. make decisions that can help forecast future business needs
C. make decisions that can help forecast future business requirements
D. All of these are correct.
Feedback: We learn in chapter two that to achieve competitive advantages,
managers must be able to make decisions and be able to forecast future
business needs and requirements.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
97. Which of the following is not considered a challenge facing most
managers today?
A. Managerial decisions must be made quickly.
B. Strategic decisions need to be made by applying analysis techniques.
C. Artificial intelligence is required by all managers to be successful.
D. Managerial decisions require large amounts of information to analyze.
Feedback: The primary decision-making challenges facing managers today
are 1) decisions must be made quickly, 2) strategic decisions need to be
made by applying analysis techniques, and 3) they have large amounts of
information to analyze
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
98. Managers that must analyze data from 500 hotels to determine when to
discount rooms based on occupancy patterns would be placed in which
category for managerial decision-making challenges?
A. Managers need to analyze large amounts of information.
B. Managers must make decisions quickly.
C. Managers must apply sophisticated analysis techniques, such as
Porter’s strategies or forecasting, to make strategic decisions.
D. All of these are correct.
Feedback: Managers that must analyze data from 500 hotels to determine
when to discount rooms based on occupancy patterns is a challenge when
managers must analyze large amounts of information.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Scrambling: Locked
Accessibility: Keyboard Navigation
99. An important customer who shows up at a hotel that is fully booked
and the reservation is missing would be placed in which category for
managerial decision-making challenges?
A. Managers need to analyze large amounts of information.
B. Managers must make decisions quickly.
C. Managers must apply sophisticated analysis techniques, such as
Porter’s strategies or forecasting, to make strategic decisions.
D. All of these are correct.
Feedback: An important customer shows up at a hotel that is fully booked
and the reservation is missing is an example of why managers must make
decisions quickly.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Scrambling: Locked
Accessibility: Keyboard Navigation
100. A manager who must implement a loyalty program across 500 hotels
would be placed in which category for managerial decision-making
challenges?
A. Managers need to analyze large amounts of information.
B. Managers must make decisions quickly.
C. Managers must apply sophisticated analysis techniques, such as
Porter’s strategies or forecasting, to make strategic decisions.
D. All of these are correct.
Feedback: A manager that must implement a loyalty program across 500
hotels is an example of managers applying sophisticated analysis
techniques.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Scrambling: Locked
Accessibility: Keyboard Navigation
101. Which of the following is not included in the decision-making
process?
A. Data Collection
B. Solution Benchmarking
C. Solution Generation
D. Solution Test
Feedback: The six-step decision making process includes 1) problem
identification, 2) data collection, 3) solution generation, 4) solution
test, 5) solution selection, and 6) solution implementation
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
102. When evaluating the six-step decision-making process, what occurs
during the solution implementation step?
A. The process will begin again if the decisions made were incorrect.
B. definition of the problem as clearly and precisely as possible
C. details of every solution possible including ideas that seem far
fetched
D. The solution that best solves the problem is selected.
Feedback: The six-step decision-making process is 1) problem
identification, 2) data collection, 3) solution generation, 4) solution
test, 5) solution selection, and 6) solution implementation. The final
step is where the solution solves the problem or if wrong decisions were
made then the process begins again.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
103. When evaluating the six-step decision-making process, what occurs
during the problem identification step?
A. The process will begin again if the decisions made were incorrect.
B. definition of the problem as clearly and precisely as possible
C. details of every solution possible including ideas that seem far
fetched
D. The solution that best solves the problem is selected.
Feedback: The six-step decision-making process is 1) problem
identification, 2) data collection, 3) solution generation, 4) solution
test, 5) solution selection, and 6) solution implementation. During the
problem identification step you must define the problem as clearly and
precisely as possible.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
104. When evaluating the six-step decision-making process, what occurs
during the solution selection step?
A. The process will begin again if the decisions made were incorrect.
B. definition of the problem as clearly and precisely as possible
C. details of every solution possible including ideas that seem far
fetched
D. The solution that best solves the problem is selected.
Feedback: The six-step decision-making process is 1) problem
identification, 2) data collection, 3) solution generation, 4) solution
test, 5) solution selection, and 6) solution implementation. During the
solution selection step you select the solution that best solves the
problem and meets the needs of the business.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
105. When evaluating the six-step decision-making process, what occurs
during the solution test step?
A. The process will begin again if the decisions made were incorrect.
B. definition of the problem as clearly and precisely as possible
C. details of every solution possible including ideas that seem far
fetched
D. None of these are correct.
Feedback: The six-step decision-making process is 1) problem
identification, 2) data collection, 3) solution generation, 4) solution
test, 5) solution selection, and 6) solution implementation. During the
solution test step you evaluate solution in terms of feasibility,
suitability, and acceptability.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
106. Which of the following would you include as decisions and
responsibilities typically found at the operational level of a company?
A. develop core business activities required to run the day-to-day
operations
B. control core business activities required to run the day-to-day
operations
C. maintain core business activities required to run the day-to-day
operations
D. All of these are correct.
Feedback: At the operational structure level, employees develop, control,
and maintain core business activities required to run the day-to-day
operations.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Scrambling: Locked
Accessibility: Keyboard Navigation
107. Data collection, solution generation, and solution implementation
are all concepts associated with which of the following processes?
A. the six-step problem-solving process
B. the six-step decision-making process
C. the four-step problem-solving process
D. the four-step decision-making process
Feedback: The six-step decision-making process is 1) problem
identification, 2) data collection, 3) solution generation, 4) solution
test, 5) solution selection, and 6) solution implementation
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
108. Review the following key terms. Which one defines an operational
decision that involves situations where established processes offer
potential solutions?
A. optimization analysis decision
B. artificial intelligence decision
C. structured decision
D. unstructured decision
Feedback: A structured decision involves situations where established
processes offer potential solutions.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
109. Which of the following is considered an operational or structured
decision?
A. determining how many employees are out sick
B. determining the impact of last month’s marketing campaign
C. allocating resources to a department for a new system
D. monitoring performance of a project team
Feedback: Structured decisions are made frequently and are almost
repetitive in nature; they affect short-term business strategies.
Reordering inventory and creating the employee staffing and weekly
production schedules are examples of routine structured decisions, where
entering a new market is a type of unstructured decision.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
110. Which of the following represents the structure of a typical
organization?
A. flat line
B. pyramid
C. circle
D. cube
Feedback: The structure of today’s business organizations is typically a
pyramid. At each level, different types of information are used to assist
the business with 1) decision making, 2) problem solving, and 3)
opportunity capturing.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
111. What is the science of fact-based decision making?
A. analytics
B. structured decisions
C. unstructured decisions
D. semistructured decisions
Feedback: Analytics is the science of fact-based decision making.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
112. Andy Benton works at the local Starbucks coffee shop and his
responsibilities include taking orders, fulfilling orders, and ringing in
sales. At what level of the organizational pyramid would you categorize
Andy?
A. strategic
B. owner
C. operational
D. managerial
Feedback: At the operational level, employees develop, control, and
maintain core business activities to run the day-to-day operations.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
113. Which of the following represents the three different levels of a
company pyramid from the top to the bottom?
A. managerial, strategic, operational
B. strategic, managerial, operational
C. operational, managerial, strategic
D. strategic, operational, managerial
Feedback: The three different levels on the structure of a company
pyramid are from top to bottom strategic, managerial, operational.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
114. Which of the following would you include as decisions and
responsibilities typically found at the managerial level of a company?
A. monthly Plans
B. monthly Budgets
C. weekly Schedule
D. All of these are correct.
Feedback: Some of the decisions and responsibilities of managerial-level
employees include short-term or medium-range plans, scheduling,
budgeting, policies and procedures, and business objectives for the firm.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Scrambling: Locked
Accessibility: Keyboard Navigation
115. Which of the following is considered an unstructured decision?
A. reordering inventory
B. deciding to enter a new market
C. creating the employee weekly staffing schedule
D. creating the employee weekly production schedule
Feedback: Structured decisions are made frequently and are almost
repetitive in nature; they affect short-term business strategies.
Reordering inventory and creating the employee staffing and weekly
production schedules are examples of routine structured decisions, where
entering a new market is a type of unstructured decision.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
116. Which of the following is considered a managerial decision or
semistructured decision?
A. determining how many employees are out sick
B. determining the impact of last month’s marketing campaign
C. investigating why payroll is having problems running
D. tracking how much inventory is in the warehouse
Feedback: Managerial decisions cover short- and medium-range plans,
schedules, and budgets along with policies, procedures, and business
objectives for the firm.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
117. Which of the following key terms represents the types of decisions
made at the operational, managerial, and strategic levels of a company?
A. structured decisions
B. unstructured decisions
C. semistructured decisions
D. All of these are correct.
Feedback: The three types of decisions made at the operational,
managerial, and strategic levels are 1) structured decisions, 2)
unstructured decisions, and 3) semistructured decisions.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Scrambling: Locked
Accessibility: Keyboard Navigation
118. At which level do managers develop the overall business strategies
and monitor the performance of the organization and the competitive
business environment?
A. operational
B. strategic
C. managerial
D. communications
Feedback: At the strategic level, managers develop overall business
strategies, goals, and objectives as part of the company’s strategic
plan. They also monitor the performance of the organization and its
overall direction in the political, economic, and competitive business
environment.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 1 Easy
Blooms: Remember
Accessibility: Keyboard Navigation
119. Jenny Welch works at a retail store selling sports equipment. Her
daily tasks include opening the store, creating the work schedules,
processing payroll, overseeing sales and inventory, and training
employees. At what level of the organizational pyramid would you
categorize Jenny?
A. managerial
B. operational
C. strategic
D. owner
Feedback: Managerial level duties include evaluating operations to hone
the firm’s abilities to identify, adapt to, and leverage change. They
also cover schedules, budgets, policies, procedures, and business
objectives.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
120. Bill Schultz works at a high-power investment firm in Los Angeles.
Bill is responsible for promoting the firm’s vision and creating the
company-wide goals and strategies. He also monitors the overall strategic
performance of the company and its direction for future business
strategies. At what level of the organizational pyramid would you
categorize Bill?
A. strategic
B. owner
C. operational
D. managerial
Feedback: At the strategic level, managers develop overall business
strategies, goals, and objectives. They also monitor the strategic
performance of the organization and its overall direction.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
121. Chuck Biggs has been hired to oversee all of the plans that the city
of Denver has created to expand its train transportation system by adding
six more lines to the metro area. Chuck will be responsible for planning
the project, managing the processes, and finalizing each new line as it
is completed. How would you categorize the majority of the decisions
Chuck will have to make to complete his job?
A. unstructured decisions
B. semistructured decisions
C. structured decisions
D. strategic decisions
Feedback: Chuck will be faced with many semistructured decisions as he
manages the transportation system expansion.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
122. What occurs in situations in which a few established processes help
to evaluate potential solutions, but not enough to lead to a definite
recommended decision?
A. analytics
B. structured decisions
C. unstructured decisions
D. semistructured decisions
Feedback: Semistructured decisions occur in situations in which a few
established processes help to evaluate potential solutions, but not
enough to lead to a definite recommended decision.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
123. What occurs in situations in which no procedures or rules exist to
guide decision makers toward the correct choice?
A. analytics
B. structured decisions
C. unstructured decisions
D. semistructured decisions
Feedback: Unstructured decisions occur in situations in which no
procedures or rules exist to guide decision makers toward the correct
choice.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
124. At which level of an organization are employees continuously
evaluating company operations to hone the firm’s abilities to identify,
adapt to, and leverage change?
A. operational level
B. managerial level
C. strategic level
D. All of these are correct.
Feedback: At the managerial level of an organization, employees are
continuously evaluating company operations to hone the firm’s abilities
to identify, adapt to, and leverage change.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
125. At which level of an organization do managers develop overall
business strategies, goals, and objectives as part of the company’s
strategic plan?
A. operational level
B. managerial level
C. strategic level
D. All of these are correct.
Feedback: At the strategic level, managers develop overall business
strategies, goals, and objectives as part of the company’s strategic
plan.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
126. CSFs and KPIs are two core metrics used to evaluate results and
measure the progress of a project for a business. Which of the following
represents the acronyms for CSF and KPI?
A. continual success factors and key performance indicators
B. critical success factors and key project ideas
C. customer success findings and key project ideas
D. critical success factors and key performance indicators
Feedback: CSFs and KPIs are terms used when evaluating metrics or
measuring a company’s success. These both stand for critical success
factors (CSFs) and key performance indicators (KPIs).
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
127. What are measurements that evaluate results to determine whether a
project is meeting its goals?
A. models
B. metrics
C. benchmarks
D. genetic algorithms
Feedback: Metrics are measurements that evaluate results to determine
whether a project is meeting its goals.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
128. What are the crucial steps companies perform to achieve their goals
and objectives and implement their strategies?
A. critical success factors
B. crucial success factors
C. key performance indicators
D. key performance factors
Feedback: Critical success factors are the crucial steps companies
perform to achieve their goals and objectives and implement their
strategies.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
129. Which of the following statements is accurate?
A. Key performance indicators can have no more than four critical success
factors.
B. Critical success factors can have no more than four key performance
indicators.
C. Key performance indicators can have several critical success factors.
D. Critical success factors can have several key performance indicators.
Feedback: One CSF can have several KPIs.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
130. Key performance indicators are the metrics a company uses to
evaluate progress toward critical success factors. Which of the following
represents a key performance indicator?
A. create high-quality products
B. reduce product costs
C. percentage of help desk calls answered in the first minute
D. hire the best business professionals
Feedback: Examples of KPIs are 1) turnover rates of employees, 2)
percentage of help desk calls answered in the first minute, 3) number of
product returns, 4) number of new customers, and 5) average customer
spending.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
131. CFSs and KPIs are the two core metrics used within a business to
track progress or success. What is the relationship between CSFs and
KPIs?
A. CFSs are business strategy elements where KPIs measure the progress of
the CFSs.
B. CFSs build the business environment where KPIs explain how to build
the CFSs.
C. KPIs are used first where CFSs are applied after.
D. KPIs promote employees on their performance level where CFSs demote
employees based on their performance level.
Feedback: The relationship between CFSs and KPIs is critical for a
business. Critical success factors (CFSs) are elements crucial for a
business strategy’s success, where key performance indicators (KPIs)
measure the progress of the CFSs.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
132. Market share measures a firm’s external performance relative to that
of its competitors. Which of the following represents how a firm measures
market share?
A. multiplying the firm’s sales by the industries total sales
B. dividing the firm’s sales by the total market sales for the entire
industry
C. subtracting your competitors’ sales from your total sales
D. subtracting the industries’ total sales from the firm’s total sales
Feedback: To calculate market share, you divide the firm’s sales by the
total market sales for the entire industry.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
133. Anne Marie Cole runs the sales division for a local auto insurance
firm. One of her key duties is to calculate her company’s market share.
When evaluating the prior year numbers, she found that her firm achieved
total sales of $3 million and the entire industry had $30 million in
sales. What is Anne Marie’s current market share?
A. 1%
B. 10%
C. 18%
D. 20%
Feedback: Market share is the proportion of the market that a firm
captures. It is calculated by dividing the firm’s sales by the total
market sales for the entire industry: 3 million divided by 30 million is
10 percent.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
134. Anne Marie Cole runs the sales division for a local auto insurance
firm. One of her key duties is to ensure the company has 10 percent
market share by the end of the year. When evaluating the current sales
numbers, she determines that her sales division has total sales of $3
million and the entire industry has total sales of $50 million. What
additional sales must Anne Marie’s division meet to ensure they have 10
percent of the market by the end of the year?
A. $1 million
B. $2 million
C. $5 million
D. $10 million
Feedback: Market share is the proportion of the market that a firm
captures. It is calculated by dividing the firm’s sales by the total
market sales for the entire industry: 10 percent of $50 million is $5
million. Since Anne Marie already has $3 million, she needs an additional
$2 million in sales.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
135. What type of measurement uses market share as a KPI?
A. fuzzy logic measurement
B. external measurement
C. neural network measurement
D. internal measurement
Feedback: A common external KPI is market share.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
136. Which of the following represents an internal KPI that indicates the
earning power of a project?
A. market share
B. return on intelligent
C. sensitivity analysis
D. return on investment
Feedback: An internal KPI that indicates the earning power of a project
is return on investment or ROI.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
137. Todd Haitz is the marketing manager for the National Basketball
Association. Todd analyzes and tracks his marketing campaigns to
determine the best success rate per project for increasing ticket sales.
Todd uses an internal KPI to track his marketing campaign success. Which
of the following would be an internal KPI Todd would use to track his
marketing campaigns?
A. marketing campaign ROI
B. marketing campaign percentage of fans purchasing Sports Illustrated
magazine
C. marketing campaign advertiser revenue sales
D. marketing campaign market share
Feedback: Todd would use ROI as an internal KPI.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
138. What are measurements that evaluate results to determine whether a
project is meeting its goals?
A. ROI
B. metrics
C. best practices
D. KPI
Feedback: Metrics are measurements that evaluate results to determine
whether a project is meeting its goals.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
139. What are the crucial steps companies perform to achieve their goals
and objectives and implement their strategies?
A. ROI
B. CSF
C. KPI
D. None of these are correct.
Feedback: Critical success factors are the crucial steps companies
perform to achieve their goals and objectives and implement their
strategies.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Scrambling: Locked
Accessibility: Keyboard Navigation
140. What are the quantifiable metrics a company uses to evaluate
progress toward critical success factors?
A. ROI
B. CSF
C. KPI
D. None of these are correct.
Feedback: Key performance indicators are the quantifiable metrics a
company uses to evaluate progress toward critical success factors.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Scrambling: Locked
Accessibility: Keyboard Navigation
141. Which of the following is an example of a critical success factor?
A. increase customer satisfaction
B. number of new customers
C. number of new products
D. percentage of employee turnover
Feedback: CFSs include 1) create high-quality products, 2) retain
competitive advantages, 3) reduce product costs, 4) increase customer
satisfaction, and 5) hire and retain the best business professionals.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
142. What could a manager use to measure the success of an MIS project?
A. effectiveness MIS metrics, efficiency MIS metrics
B. effectiveness MIS metrics, expert MIS metrics
C. expert MIS metrics, executive MIS metrics
D. All of these are correct.
Feedback: MIS projects can be difficult to measure, so therefore,
managers utilize the higher-level metrics such as efficiency and
effectiveness metrics.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Scrambling: Locked
Accessibility: Keyboard Navigation
143. What type of metrics measure throughput, transaction speed, and
system availability?
A. efficiency MIS metrics
B. effectiveness MIS metrics
C. ROI
D. benchmarks
Feedback: Efficiency MIS metrics measure throughput, speed, and
availability.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
144. What types of metrics measure customer satisfaction?
A. efficiency MIS metrics
B. effectiveness MIS metrics
C. both efficiency and effectiveness MIS metrics
D. both ROI and market share
Feedback: Effectiveness MIS metrics measure customer satisfaction.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
145. According to Peter Drucker, what are managers who do things right
addressing?
A. efficiency
B. effectiveness
C. both efficiency and effectiveness
D. customer satisfaction only
Feedback: "Doing things right" addresses efficiency.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
146. Which of the following is a type of effectiveness MIS metric?
A. transaction speed
B. system availability
C. usability
D. throughput
Feedback: Usability is an effectiveness MIS metric.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
147. A common mistake that many managers tend to make is focusing on only
one type of metrics because they are easier to measure. Which type of
metrics do they focus on?
A. effectiveness MIS metrics
B. efficiency MIS metrics
C. endurance MIS metrics
D. product sales metrics
Feedback: A common mistake that many managers tend to make is focusing on
efficiency MIS metrics because they are easier to measure.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
148. As a manager for your company some of your responsibilities include
measuring metrics and overseeing company strategies. You observe some
critical success factors and see large increases in productivity. What
would you suspect would be the primary reason for the large increases in
productivity?
A. decreases in effectiveness
B. increases in effectiveness
C. increases in executive roles
D. decreases in efficiency
Feedback: Large increases in productivity typically result from increases
in effectiveness, which focus on critical success factors.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
149. Which of the following is a type of efficiency MIS metric?
A. customer satisfaction
B. conversion rates
C. financial transactions
D. web traffic
Feedback: Web traffic is an efficiency MIS metric.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
150. Efficiency MIS metrics focus on the extent to which a firm is using
its resources in an optimal way, while effectiveness MIS metrics focus on
_________.
A. understanding how successful a firm is at achieving its goals and
objectives
B. analyzing if a firm is doing the right things
C. setting the right goals and ensuring they are accomplished
D. All of these are correct.
Feedback: Efficiency MIS metrics focus on the extent to which a firm is
using its resources in an optimal way, doing things right, and getting
the most from each resource. Effectiveness MIS metrics focus on how well
a firm is achieving its goals and objectives, doing the right things,
setting the right goals and objectives and ensuring they are
accomplished.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
151. What is the term for the most successful solutions or problemsolving methods that have been developed by a specific organization or
industry?
A. ROI
B. metrics
C. best practices
D. KPI
Feedback: Best practices are the most successful solutions or problemsolving methods that have been developed by a specific organization or
industry.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
152. What indicates the earning power of a project?
A. ROI
B. metrics
C. best practices
D. KPI
Feedback: ROI indicates the earning power of a project.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
153. Which of the following describes the efficiency MIS metric of
throughput?
A. the number of hours a system is available for users
B. the time it takes to respond to user interactions, such as a mouse
click
C. the amount of information that can travel through a system at any
point in time
D. the ease with which people perform transactions and/or find
information
Feedback: Within the efficiency metrics, the type throughput is the
amount of information that can travel through a system at any point in
time.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
154. Which of the following tracks the number of customers an
organization touches for the first time and persuades to purchase its
products or services?
A. customer satisfaction
B. usability
C. conversion rates
D. financial
Feedback: The effectiveness metrics that tracks the number of customers
an organization touches for the first time and persuades to purchase its
products or services is conversion rates.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
155. What do usability effectiveness MIS metrics measure?
A. the ease with which people perform transactions and find information
B. the number of customers an organization "touches" for the first time
and persuades to purchase its products or services
C. the amount of time a system takes to perform a transaction
D. the number of hours a system is available for users
Feedback: The usability effectiveness metrics measure the ease with which
people perform transactions and find information.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
156. Which term is used to describe the ease with which people perform
transactions and/or find information?
A. usability
B. customer satisfaction
C. financial
D. conversion rates
Feedback: This is the definition of usability.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
157. What is measured by such benchmarks as satisfaction surveys,
percentage of existing customers retained, and increases in revenue
dollars per customer?
A. usability
B. customer satisfaction
C. financial
D. conversion rates
Feedback: This is the definition of customer satisfaction.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
158. Which of the following would efficiency MIS metrics measure?
A. response time
B. system availability
C. transaction speed
D. All of these are correct.
Feedback: Common types of efficiency metrics are 1) throughput, 2)
transaction speed, 3) system availability, 4) information accuracy, and
5) response time.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Scrambling: Locked
Accessibility: Keyboard Navigation
159. Which of the following are the four common types of effectiveness
MIS metrics?
A. unstructured decisions, customer satisfaction, conversion rates,
financial
B. usability, customer service, conversion rates, fiscal year revenue
C. usability, customer satisfaction, conversion rates, financial
D. usability, customer satisfaction, conversion rates, affordability
Feedback: When analyzing the Efficiency and Effectiveness Metrics chart,
the four examples of common types of effectiveness metrics are 1)
usability, 2) customer satisfaction, 3) conversion rates, and 4)
financial.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
160. Drew Savage is an MIS manager for an international consulting firm.
Drew travels to different European countries where he implements news
response tracking systems. Some of the metrics he uses to track the
performance of his system include tracking the response time it takes to
respond to Twitter posts mentioning the news station, as well as the
speed and accuracy of content posted on numerous websites and social
media sites. What type of metrics is Drew using to measure his system?
A. customer satisfaction metrics
B. efficiency metrics
C. effectiveness metrics
D. benchmarking metrics
Feedback: Efficiency metrics include 1) throughput, 2) transaction speed,
3) system availability, 4) information accuracy, and 5) response time.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
161. What would a company like eBay or Amazon be constantly benchmarking?
A. MIS efficiency
B. MIS effectiveness
C. MIS efficiency and MIS effectiveness
D. usability metrics only
Feedback: eBay and Amazon depend on their MIS systems for business and
constantly monitor and measures both efficiency and effectiveness MIS
metrics to ensure success.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
162. When considering the graph depicting the interrelationships between
efficiency and effectiveness, where does an organization ideally want to
operate?
A. upper right-hand corner
B. lower right-hand corner
C. upper left-hand corner
D. lower left-hand corner
Feedback: The upper right-hand corner is the ideal place for an
organization to operate.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
163. When analyzing the interrelationships between efficiency and
effectiveness, where would a company ideally want to operate?
A. with high efficiency
B. the upper right-hand corner of the interrelationship graph
C. with high effectiveness
D. All of these are correct.
Feedback: When analyzing the interrelationships between efficiency and
effectiveness, a company ideally wants to operate in the upper right-hand
corner of the interrelationship graph where they see significant
increases in efficiency and effectiveness metrics.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
164. What is the process of continuously measuring system results,
comparing those results to optimal system performance, and identifying
steps and procedures to improve system performance?
A. benchmarking
B. bottlenecking
C. consolidation
D. cycle time
Feedback: The process of continuously measuring system results, comparing
those results to optimal system performance, and identifying steps and
procedures to improve system performance is benchmarking.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Accessibility: Keyboard Navigation
165. What can a model accomplish?
A. calculate risks
B. understand uncertainty
C. manipulate time
D. All of these are correct.
Feedback: A model can be used to calculate risks, understand uncertainty,
and manipulate time.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Scrambling: Locked
Accessibility: Keyboard Navigation
166. Which of the following is not included as part of a benchmark?
A. Benchmarks help assess how an MIS project performs over time.
B. When measured against MIS projects, benchmarks can provide feedback so
managers can control the system.
C. Benchmarks help to establish baseline values the system seeks to
attain.
D. All of these are correct.
Feedback: The role of benchmarks within a company include 1) to help
assess how an MIS project performs over time, 2) when measured against
MIS projects, can provide feedback so managers can control the system,
and 3) to establish baseline values the system seeks to attain.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Topic: Measuring Organizational Business Decisions
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
167. What is a simplified representation or abstraction of reality?
A. model
B. metric
C. redundancy
D. sensitivity analysis
Feedback: A simplified representation or abstraction of reality is a
model.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
168. What can a manager use a model to do?
A. calculate risk
B. change variables
C. understand uncertainty
D. All of these are correct.
Feedback: Models help managers calculate risks, understand uncertainty,
change variables, and manipulate time to make decisions.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Scrambling: Locked
Accessibility: Keyboard Navigation
169. What would managers use to make structured decisions at the
operational level?
A. transactional information
B. analytical information
C. EIS system
D. intelligent system
Feedback: Transactional information is the basic business system that
serves the operational level (analysts) and assists in making structured
decisions.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
170. Which of the following would create transactional information?
A. projecting future sales growth
B. making an airline reservation
C. a semistructured decision to hire more employees
D. generating payroll reports
Feedback: Transactional information is created, for example, when
customers are purchasing stocks, making an airline reservation, or
withdrawing cash from an ATM.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
171. What encompasses all the information contained within a single
business process or unit of work and has a primary purpose of supporting
the performance of daily operational or structured decisions?
A. OLTP
B. OLAP
C. analytical information
D. transactional information
Feedback: Transactional information encompasses all the information
contained within a single business process or unit of work and its
primary purpose is to support the performance of daily operational or
structured decisions.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
172. What is the manipulation of information to create business
intelligence in support of strategic decision making?
A. OLTP
B. OLAP
C. TPS
D. DSS
Feedback: OLAP is the manipulation of information to create business
intelligence in support of strategic decision making.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
173. What models information and provides assistance in evaluating and
choosing among different courses of action?
A. OLTP
B. OLAP
C. TPS
D. DSS
Feedback: A DSS models information and provides assistance in evaluating
and choosing among different courses of action.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
174. What captures transaction and event information using technology to
(1) process the information according to defined business rules, (2)
store the information, and (3) update existing information to reflect the
new information?
A. OLTP
B. OLAP
C. TPS
D. DSS
Feedback: OLTP captures transaction and event information using
technology to (1) process the information according to defined business
rules, (2) store the information, and (3) update existing information to
reflect the new information.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
175. What is the basic business system that serves the operational level
and assists in making structured decisions?
A. OLTP
B. OLAP
C. TPS
D. DSS
Feedback: A TPS is the basic business system that serves the operational
level and assists in making structured decisions.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
176. What encompasses all organizational information and has a primary
purpose of supporting the performance of managerial analysis or
semistructured decisions?
A. OLTP
B. OLAP
C. analytical information
D. transactional information
Feedback: Analytical information encompasses all organizational
information and its primary purpose is to support the performance of
managerial analysis or semistructured decisions.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
177. Which of the following is an incorrect enterprise view of
information technology?
A. Processes are analytical for executives and transactional for
analysts.
B. Granularity is coarse for executives and fine for analysts.
C. Processing is OLTP for executives and OLAP for analysts.
D. None of these are correct.
Feedback: Processing is OLAP for executives and OLTP for analysts.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Scrambling: Locked
Accessibility: Keyboard Navigation
178. Which of the following is a not a type of organizational information
system?
A. executive information system
B. decisions support system
C. analysis processing system
D. transactional processing system
Feedback: Analysis processing system is not a type of organizational IS.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Accessibility: Keyboard Navigation
179. What are the three primary types of management information systems
available to support decision making across the company levels?
A. transaction processing systems, decision support systems, executive
information systems
B. analytical information, decision support systems, executive
information systems
C. transaction processing systems, drill-down systems, expert systems
D. what-if analysis, sensitivity analysis, goal-seeking analysis
Feedback: The three primary types of management information systems
available to support decision making across the company levels are 1)
transaction processing systems, 2) decision support systems, and 3)
executive information systems.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
180. A transaction processing system (TPS) is the basic business system
that assists operational level analysts when making structured decisions.
Which of the following is not an example of a TPS?
A. Target’s internal company payroll system
B. Comfort Dental patient diagnosis system
C. First Bank’s overall accounting system
D. Stewart Sport’s order entry system
Feedback: A transaction processing system (TPS) is the basic business
system that assists operational level analysts when making structured
decisions. The most common examples of a TPS include 1) a company payroll
system, 2) an operational accounting system, and 3) an order entry
system. Comfort Dental's patient diagnosis system is an example of a DSS
or decision support system.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
181. Online transaction processing (OLTP) is the capturing of transaction
and event information using technology to _____________.
A. update existing information to reflect the new information
B. store the information
C. process the information according to defined business rules
D. All of these are correct.
Feedback: Online transaction processing (OLTP) is the capture of
transaction and event information using technology to 1) update existing
information to reflect the new information, 2) store the information, and
3) process the information according to defined business rules.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
182. Which of the following does not represent an example of analytical
information?
A. trends and product statistics
B. unstructured long-term decisions
C. five-year sales report
D. future growth projections
Feedback: Examples of analytical information are trends, sales, product
statistics, and future growth projections. Managers use analytical
information when making important semistructured decisions.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
183. What is the MIS system that manipulates information to create
business intelligence in support of strategic decision making?
A. online transaction processing (OLTP)
B. online analytical processing (OLAP)
C. digital dashboard
D. visualization
Feedback: Online analytical processing (OLAP) is the manipulation of
information to create business intelligence in support of strategic
decision making.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
184. When viewing systems thinking, source documents are the original
transaction records. What would the source documents for a medical
doctor’s payroll system include?
A. employee time sheets
B. employee benefit reports
C. employee wage rates
D. All of these are correct.
Feedback: When viewing systems thinking, source documents are the
original transaction records. Source documents for a medical doctor’s
payroll system, for example, would include 1) employee time sheets, 2)
employee benefit reports, and 3) wage rates.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
185. Decision support systems model information using OLAP, which
provides assistance in evaluating and choosing among different courses of
action. Which of the following does not represent an example of a DSS in
business?
A. an insurance company using a system to gauge risk of providing
insurance to drivers who have imperfect driving records
B. a medical doctor may enter symptoms into a system to aid her in
diagnosing and treating patients
C. a manufacturing digital dashboard showing visualizations of inventory
and production
D. a dentist entering symptoms into a system to help diagnose and treat
patients
Feedback: Decision support systems, or DSSs, model information using
OLAP, which provides assistance in evaluating and choosing among
different courses of action. Examples include an insurance company using
DSSs to gauge risk of providing insurance to drivers who have imperfect
driving records, and a medical doctor who may enter symptoms into a DSS
to aid in diagnosing and treating patients.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
186. What is the flow that a systems thinking approach using a TPS would
follow?
A. Streamlining (Input) - CRUD, Calculate (Process) - Reports (Output).
B. Source Documents (Input) - Optimization Analysis (Process) (Feedback) - (Output).
C. Source Documents (Input) - CRUD, Calculate (Process) - Reports
(Output) - (Feedback).
D. Selling Documents (Input) - Cycle Time (Process) - Reports (Output) (Feedback).
Feedback: A transaction processing system or TPS is the basic business
system that assist operational level analysts make structured decisions.
An example of the process of a systems thinking utilizing a TPS follows
this flow is 1) source documents (Input), 2) CRUD, calculate, summarize
(Process), 3) reports (Output), and 4) feedback.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
187. Which of the following is considered an input in the systems
thinking example of a TPS?
A. CRUD
B. calculate
C. report
D. source document
Feedback: A source document is the input in the systems thinking example
of a TPS.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
188. Which of the following is considered part of the process in the
systems thinking example of a TPS?
A. source document
B. calculate
C. report
D. All of these are correct.
Feedback: Calculate is the process in the systems thinking example of a
TPS.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
189. Which of the following is considered the output in the systems
thinking example of a TPS?
A. CRUD
B. calculate
C. reports
D. source document
Feedback: A report is the output in the systems thinking example of a
TPS.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
190. Which of the following represents the top-down (executives to
analysts) organizational levels of information technology systems?
A. TPS, DSS, EIS
B. DSS, TPS, EIS
C. EIS, DSS, TPS
D. None of these are correct; it varies from organization to
organization.
Feedback: Executive information systems, decision support systems, and
transaction processing systems is the top-down organizational levels of
information technology systems.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Scrambling: Locked
Accessibility: Keyboard Navigation
191. Which of the following represent the four main DSS analysis
techniques outlined in the chapter?
A. what-if analysis, sensitivity analysis, goal-seeking analysis,
optimization analysis
B. workflow analysis, sensitivity analysis, growth analysis,
organizational analysis
C. what-if analysis, structured analysis, goal-seeking analysis,
optimization analysis
D. what-if analysis, sensitivity analysis, growth analysis,
organizational analysis
Feedback: The four main DSS analysis techniques outlined in the chapter
are 1) what-if analysis, 2) sensitivity analysis, 3) goal-seeking
analysis, and 4) optimization analysis
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
192. Tom Jordan is a manager for a McDonald’s restaurant. Many of his key
responsibilities include analyzing data and making key decisions for the
success of his store. Tom’s store has been experiencing decreased sales
for breakfast services over the past 3 months. Tom is unsure why
breakfast revenues are down while lunch and dinner revenues remain
unchanged. Tom believes that he can drive revenue up by implementing a
few different breakfast promotions, such as free coffee or hash browns
with the purchase of a meal. Tom performs an extensive analysis of how
continuous changes in breakfast promotions could impact his daily
revenue. What type of DSS analysis is Tom performing?
A. optimization analysis
B. sensitivity analysis
C. transaction analysis
D. goal-seeking analysis
Feedback: Sensitivity analysis, a special case of what-if analysis, is
the study of the impact on other variables when one variable is changed
repeatedly. For example, changing revenue in small increments to
determine its effects on other variables would help a manager understand
the impact of various revenue levels on other decision factors.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
193. What is the DSS analysis that checks the impact of a change in a
variable or assumption on the model?
A. optimization analysis
B. goal-seeking analysis
C. sensitivity analysis
D. what-if analysis
Feedback: A what-if analysis checks the impact of a change in a variable
or assumption on the model.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
194. What refers to the level of detail in the model or the decisionmaking process?
A. granularity
B. visualization
C. digital dashboard
D. All of these are correct.
Feedback: Granularity refers to the level of detail in the model or the
decision-making process.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Scrambling: Locked
Accessibility: Keyboard Navigation
195. What produces graphical displays of patterns and complex
relationships in large amounts of data?
A. granularity
B. visualization
C. digital dashboard
D. All of these are correct.
Feedback: Visualization produces graphical displays of patterns and
complex relationships in large amounts of data.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Scrambling: Locked
Accessibility: Keyboard Navigation
196. What tracks KPIs and CSFs by compiling information from multiple
sources and tailoring it to meet user needs?
A. granularity
B. visualization
C. digital dashboard
D. All of these are correct.
Feedback: Digital Dashboards track KPIs and CSFs by compiling information
from multiple sources and tailoring it to meet user needs.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Scrambling: Locked
Accessibility: Keyboard Navigation
197. Which of the following is considered the input in the systems
thinking example of a DSS?
A. TPS
B. what-if
C. optimization
D. forecasts
Feedback: A TPS is the input in the systems thinking example of a DSS.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
198. Which of the following is considered the process in the systems
thinking example of a DSS?
A. TPS
B. optimization
C. forecasts
D. simulation
Feedback: Optimization is the process in the systems thinking example of
a DSS.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
199. Which of the following is considered the output in the systems
thinking example of a DSS?
A. TPS
B. optimization
C. goal seeking
D. forecasts
Feedback: A forecast is the output in the systems thinking example of a
DSS.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
200. Which of the following is correct in terms of granularity?
A. refers to the level of detail in the model
B. the greater the granularity, the deeper the level of detail of the
data
C. the greater the granularity, the deeper the level of fineness of the
data
D. All of these are correct.
Feedback: All of these are correct in terms of granularity.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
201. Which of the following is a potential feature of a digital
dashboard?
A. a hot list of KPIs refreshed every 15 minutes
B. a running line graph of planned versus actual production for the past
24 hours
C. a graph of stock market prices
D. All of these are correct.
Feedback: All of these are potential features of a digital dashboard.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
202. What is consolidation?
A. involves the aggregation of information and features simple roll-ups
to complex groupings of interrelated information
B. the ability to look at information from different perspectives
C. enables users to get details, and details of details, of information
D. finds the inputs necessary to achieve a goal, such as a desired level
of output
Feedback: Consolidation involves the aggregation of information and
features simple roll-ups to complex groupings of interrelated
information.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
203. What is pivot?
A. involves the aggregation of information and features simple roll-ups
to complex groupings of interrelated information
B. rotates data to display alternative presentations of the data
C. enables users to get details, and details of details, of information
D. finds the inputs necessary to achieve a goal such as a desired level
of output
Feedback: Pivot rotates data to display alternative presentations of the
data.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
204. What is drill-down capability?
A. involves the aggregation of information and features simple roll-ups
to complex groupings of interrelated information
B. the ability to look at information from different perspectives
C. enables users to get details, and details of details, of information
D. finds the inputs necessary to achieve a goal such as a desired level
of output
Feedback: Drill-down enables users to get details, and details of
details, of information.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
205. What is slice-and-dice capability?
A. involves the aggregation of information and features simple roll-ups
to complex groupings of interrelated information
B. the ability to look at information from different perspectives
C. enables users to get details, and details of details, of information
D. finds the inputs necessary to achieve a goal such as a desired level
of output
Feedback: Slice-and-dice capability is the ability to look at information
from different perspectives.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
206. What compiles information from multiple sources and tailors it to
meet user needs?
A. drill-down
B. sensitivity analysis
C. what-if analysis
D. digital dashboard
Feedback: Digital dashboards compile information from multiple sources
and tailor it to meet user needs.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
207. What rotates data to display alternative presentations of the data?
A. drill-down
B. sensitivity analysis
C. what-if analysis
D. pivot
Feedback: Pivot rotates data to display alternative presentations of the
data.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
208. Online transaction processing (OLTP) and online analytical
processing (OLAP) are similar MIS strategies used to help with business
decision making. What is the primary difference between OLTP and OLAP?
A. OLTP is used at the operational level; OLAP is used at the managerial
level
B. OLTP is used to capture transactional and event data; OLAP is used to
manipulate information
C. OLTP is used to support structured decisions; OLAP is used to support
semistructured decisions
D. All of these are correct.
Feedback: Online transaction processing (OLTP) is the capturing of
transaction and event information using technology to (1) process the
information according to defined business rules, (2) store the
information, and (3) update existing information to reflect the new
information. It is used at the operational level and to support
structured decisions. Online analytical processing (OLAP) is the
manipulation of information to create business intelligence in support of
strategic decision making. It is used at the managerial level and to
support semistructured decisions.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Scrambling: Locked
Accessibility: Keyboard Navigation
209. An optimization analysis finds the optimum value for a target
variable by repeatedly changing other variables, subject to specified
constraints. What can a manager determine by changing revenue and cost
variables in an optimization analysis?
A. calculate the highest potential profits
B. calculate employee benefit payments
C. use this as an extension for a digital dashboard
D. create production schedules
Feedback: An optimization analysis finds the optimum value for a target
variable by repeatedly changing other variables, subject to specified
constraints. By changing revenue and cost variables in an optimization
analysis, managers can calculate the highest potential profits.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
210. What is the analysis that works in reverse to what-if and
sensitivity analysis by finding the inputs necessary to achieve a goal,
such as a desired level of output?
A. solutions-based analysis
B. optimization system
C. goal-seeking analysis
D. revenue analysis
Feedback: A goal-seeking analysis works in reverse to what-if and
sensitivity analysis, and finds the inputs necessary to achieve a goal
such as a desired level of output.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
211. Decision making at the executive or strategic level requires
business intelligence and knowledge to support the uncertainty and
complexity of the business. What is a specialized DSS that supports
senior-level executives and unstructured decisions requiring judgment,
evaluation, and insight?
A. OLTP
B. Executive Information System (EIS)
C. Transaction Support System (TSS)
D. Decision Support System (DSS)
Feedback: An EIS or executive information system is a specialized DSS
that supports senior-level executives and unstructured, long-term,
nonroutine decisions requiring judgment, evaluation, and insight.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
212. Executives of a company deal less with details of the operational
activities and more with the higher meaningful aggregations of
information, or "coarser" information. What refers to the level of detail
in the model?
A. drill-down
B. visualization
C. granularity
D. consolidation
Feedback: Granularity refers to the level of detail in the model or the
decision-making process.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
213. How does a DSS typically differ from an EIS?
A. EIS requires data from external sources to support unstructured
decisions; DSS typically use internal sources to support semistructured
decisions.
B. DSS typically use external sources, and EIS use internal sources to
support decisions.
C. DSS never use external sources.
D. EIS always use internal sources to support structured decisions.
Feedback: DSS (decision support system) differs from EIS (executive
information system) primarily because EIS require data from external
sources to support unstructured decisions where DSS typically use
internal sources to support semistructured decisions.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Accessibility: Keyboard Navigation
214. What is a graphical display of patterns and complex relationships in
large amounts of data?
A. visualization
B. model
C. table
D. digital spreadsheet
Feedback: Visualizations produce graphical displays of patterns and
complex relationships in large amounts of data.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
215. What is a common tool used to support visualizations and that tracks
KPIs and CSFs by compiling information from multiple sources?
A. models
B. digital dashboards
C. neural networks
D. verified graphs
Feedback: Digital dashboards track KPIs and CSFs by compiling information
from multiple sources and tailoring it to meet user needs.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Accessibility: Keyboard Navigation
216. Artificial intelligence stimulates human thinking and behavior, such
as the ability to reason and learn. What is the ultimate goal of AI?
A. to build an intelligent system
B. to build an intelligent agent
C. to build a system that can mimic human intelligence
D. to build a system that can mimic an expert agent
Feedback: The ultimate goal of AI is to build a system that can mimic
human intelligence.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
217. What types of business decisions would an EIS use AI for?
A. semistructured decisions
B. multistructured decisions
C. structured decisions
D. unstructured decisions
Feedback: Executive information systems utilize artificial intelligence
to support unstructured strategic decision making.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
218. Which of the following business ideas is not using AI?
A. Best Buy implements a software system that will determine how many
customers are needed to increase gross profits to $5 million.
B. McDonald’s unveils a robot that cleans and tidies the restaurant,
while also asking guests if it can take their trays to the trash.
C. Starbucks creates a system that works like a hand and lifts and moves
the mixing pots for the coffees to and from the coffee machines to the
counters.
D. Golf courses create an automated golf cart that can offer swing
suggestions, club suggestions, and even navigate the course for the
driver.
Feedback: Artificial Intelligence simulates human thinking and behavior
such as the ability to reason and learn. Its ultimate goal is to build a
system that can mimic human intelligence.
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
219. Which of the following is an example of an intelligent system?
A. the firefighter robot that can extinguish flames at chemical plants
B. Shell Oil’s Smart Pump robot that pumps gas for the customer
C. a robot that cleans and sweeps at a local airport
D. All of these are correct.
Feedback: Intelligent systems are various commercial applications of
artificial intelligence. They perform numerous business functions such as
1) performing tasks to boost productivity in factories by monitoring
equipment and signaling when preventative maintenance is required, 2) at
Manchester Airport, the robot cleaner alerts passengers to security,
nonsmoking areas, and cleans the floors daily, 3) Shell Oil’s Smart Pump
keeps drivers in their cars, while the robot pumps gas, 4) Matsushita’s
courier robot navigates hospital hallways, delivering files and supplies,
and 5) the firefighter robot that can extinguish flames at chemical
plants.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Scrambling: Locked
Accessibility: Keyboard Navigation
220. Which of the following does not represent a category of AI?
A. genetic algorithms
B. neural networks
C. expert systems
D. consolidation
Feedback: The five most familiar AI systems are 1) expert systems, 2)
neural networks, 3) genetic algorithms, 4) intelligent agents, and 5)
virtual reality. Consolidation is a category of a digital dashboard.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
221. Which of the following is offered by a digital dashboard?
A. consolidation
B. drill-down
C. slice-and-dice
D. All of these are correct.
Feedback: Digital dashboards offer 1) consolidation, 2) drill-down, and
3) slice-and-dice capabilities.
Difficulty: 1 Easy
Blooms: Remember
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Scrambling: Locked
Accessibility: Keyboard Navigation
222. Which of the following would not be found in a digital dashboard for
a manufacturing team?
A. a graph of stock market prices
B. a running line graph of planned versus actual production for the past
24 hours
C. an excel spreadsheet with cost analysis data
D. a hot list of key performance indicators, refreshed every 15 minutes
Feedback: Examples of potential features included in a dashboard designed
for a manufacturing team include 1) a hot list of key performance
indicators, refreshed every 15 minutes, 2) a running line graph of
planned versus actual production for the past 24 hours, 3) a table
showing actual versus forecasted product prices and inventories, 4) a
list of outstanding alerts and their resolution status, and 5) a graph of
stock market prices.
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 2 Medium
Blooms: Understand
Topic: Support Enhancing Decision Making with MIS
Accessibility: Keyboard Navigation
223. As the product manager for the eatery division at Whole Foods, Jerry
is responsible for analyzing sales data to help him manage his team.
Today Jerry is analyzing his data using many different perspectives to
identify different ways to improve his division. Which of the following
common digital dashboard capabilities is Jerry using to analyze his
department’s success?
A. slice-and-dice
B. pivot
C. drill-down
D. consolidation
Feedback: Slice-and-dice is the ability to look at information from
different perspectives.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
224. As the product manager for the eatery division at Whole Foods, Jerry
is responsible for analyzing sales data to help him manage his team.
Today Jerry is analyzing his data using aggregation techniques allowing
him to see simple roll-ups to complex groupings of interrelated
information. Which of the following common digital dashboard capabilities
is Jerry using to analyze his department's success?
A. slice-and-dice
B. pivot
C. drill-down
D. consolidation
Feedback: Consolidation is the aggregation of data from simple roll-ups
to complex groupings of interrelated information.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
225. As the product manager for the eatery division at Whole Foods, Jerry
is responsible for analyzing sales data to help him manage his team.
Today Jerry is analyzing his data by looking at details, and details of
details, of information. Which of the following common digital dashboard
capabilities is Jerry using to analyze his department's success?
A. slice-and-dice
B. pivot
C. drill-down
D. consolidation
Feedback: Drill-down enables users to view details, and details of
details, of information.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
226. Van Lines Inc. is a large corporation operating in all 50 states.
Jim Poulos is the regional manager overseeing the western division, which
includes Utah, Colorado, Idaho, Montana, Wyoming, and Nevada. Jim
receives data from his managers in each state which he loads into his
digital dashboard for analysis of his entire western division. What
digital dashboard capability is Jim primarily using?
A. drill-down
B. slice-and-dice
C. intelligent system
D. consolidation
Feedback: Consolidation is the aggregation of data from simple roll-ups
to complex groupings of interrelated information. For example, data for
different sales regions can then be rolled up to a regional level.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
227. Which of the following is the most commonly used form of AI in the
business arena?
A. intelligent system
B. artificial intelligence
C. expert system
D. neural network
Feedback: Expert systems are the most common.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
228. What is a system that uses computerized advisory programs to imitate
the reasoning processes of experts in solving difficult problems?
A. expert system
B. virtual reality
C. neural network
D. genetic algorithm
Feedback: A system that uses computerized advisory programs to imitate
the reasoning processes of experts in solving difficult problems is an
expert system.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: The Future Artificial Intelligence
Accessibility: Keyboard Navigation
229. Which category of AI is used extensively in the finance industry to
analyze situations where the logic or rules are unknown?
A. expert system
B. virtual reality
C. neural network
D. genetic algorithm
Feedback: The finance industry is a veteran in the use of neural networks
to emulate the way the human brain works by analyzing large quantities of
information to establish patterns and characteristics in situations where
the logic or rules are unknown.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
230. Which of the following is not a feature of a neural network?
A. Neural networks can cope with huge volumes of information with many
variables.
B. Neural networks can function without complete or well-structured
information.
C. Neural networks can analyze linear relationships only.
D. Neural networks can learn and adjust to new circumstances on their
own.
Feedback: Neural networks’ many features include 1) learning and
adjusting to new circumstances on their own, 2) functioning without
complete or well-structured information, 3) coping with huge volumes of
information with many dependent variables, and 4) analyzing nonlinear
relationships in information.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
231. What is the mathematical method of handling imprecise or subjective
information?
A. fuzzy logic
B. virtual reality
C. expert system
D. genetic algorithm
Feedback: A mathematical method of handling imprecise or subjective
information is fuzzy logic.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
232. What is a category of AI that attempts to emulate the way the human
brain works?
A. intelligent system
B. artificial intelligence
C. expert systems
D. neural network
Feedback: This is the definition of neural network.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
233. Which industry has been relying on neural network technology for
over two decades?
A. food service
B. hotels
C. finance
D. healthcare
Feedback: Finance has been relying on neural network technology for over
two decades.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
234. Which type of AI system assigns values of 0 and 1 to vague or
ambiguous information?
A. genetic algorithms
B. artificial intelligence
C. fuzzy logic
D. intelligent agents
Feedback: Fuzzy logic systems assign values of 0 and 1 to vague and
ambiguous information.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
235. What is the process within a genetic algorithm of randomly trying
combinations and evaluating the success (or failure) of the outcome.
A. augmented reality
B. mutation
C. fuzzy logic
D. shopping bot
Feedback: Mutation is the process within a genetic algorithm of randomly
trying combinations and evaluating the success (or failure) of the
outcome.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
236. What is an optimizing system that can find and evaluate solutions
with many more possibilities, faster and more thoroughly than a human?
A. genetic algorithm
B. expert system
C. intelligent agent
D. virtual reality
Feedback: The artificial intelligence system that is an optimizing system
that can find and evaluate solutions with many more possibilities, faster
and more thoroughly than a human, is genetic algorithm.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
237. What is software that will search several retailer websites and
provide a comparison of each retailer’s offerings, including prices and
availability?
A. augmented reality
B. mutation
C. fuzzy logic
D. shopping bot
Feedback: A shopping bot is software that will search several retailer
websites and provide a comparison of each retailer’s offerings including
prices and availability.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
238. What is a special-purpose knowledge-based information system that
accomplishes specific tasks on behalf of its users?
A. intelligent system
B. artificial intelligence
C. neural network
D. intelligent agent
Feedback: An intelligent agent is a special-purpose knowledge-based
information system that accomplishes specific tasks on behalf of its
users.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
239. What do cargo transport systems, book distribution centers, the
video game market, a flu epidemic, and an ant colony have in common?
A. They are all expert systems.
B. They are all genetic algorithm systems.
C. They are all neural network systems.
D. They are all complex adaptive systems.
Feedback: They are all complex adaptive systems.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
240. Sears department stores used to plant employees in competitors’
stores to perform research and analysis. Recently the company implemented
a system that can search competitor websites and provide comparisons of
price, promotions, and availability and the system is saving time, money,
and resources. What type of system did Sears implement?
A. shopping algorithm
B. shopping network
C. shopping logic
D. shopping bot
Feedback: A shopping bot is software that will search several retailer
websites and provide a comparison of each retailer’s offerings including
price and availability.
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
241. What is the process of learning from ecosystems and adapting their
characteristics to human and organization situations?
A. data collection
B. artificial intelligence
C. biomimicry
D. intelligent system
Feedback: Biomimicry is the process of learning from ecosystems and
adapting their characteristics to human and organization situations.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
242. Which of the following offers an example of an intelligent agent
that uses a multi-agent system?
A. a cargo transport system
B. book distribution center
C. a flu epidemic
D. All of these are correct.
Feedback: An intelligent agent that utilizes a multi-agent system
includes 1) a cargo transport system, 2) book distribution centers, 3)
the video game market, 4) and a flu epidemic.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Scrambling: Locked
Accessibility: Keyboard Navigation
243. Which of the following is a special-purpose knowledge-based
information system that accomplishes specific tasks on behalf of its
users?
A. intelligent agent
B. executive agent
C. expert agent
D. modeling system
Feedback: Intelligent agent is a special-purpose knowledge-based
information system that accomplishes specific tasks on behalf of its
users.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
244. What is the term for viewing of the physical world with computergenerated layers of information added to it?
A. augmented reality
B. Google Glass
C. haptic interface
D. virtual reality
Feedback: Augmented reality is the viewing of the physical world with
computer-generated layers of information added to it.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
245. What is a wearable computer with an optical head-mounted display
(OHMD)?
A. augmented reality
B. Google Glass
C. haptic interface
D. virtual reality
Feedback: Google Glass is a wearable computer with an optical headmounted display (OHMD).
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
246. What uses technology allowing humans to interact with a computer
through bodily sensations and movements—for example, a cell phone
vibrating in your pocket?
A. augmented reality
B. Google Glass
C. haptic interface
D. virtual reality
Feedback: Haptic interface uses technology allowing humans to interact
with a computer through bodily sensations and movements—for example, a
cell phone vibrating in your pocket.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
247. What is augmented reality?
A. the viewing of the physical world with computer-generated layers of
information added to it
B. a wearable computer with an optical head-mounted display (OHMD)
C. uses technology allowing humans to interact with a computer through
bodily sensations and movements
D. a work environment that is not located in any one physical space
Feedback: Augmented reality is the viewing of the physical world with
computer-generated layers of information added to it.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
248. What is Google Glass?
A. the viewing of the physical world with computer-generated layers of
information added to it
B. a wearable computer with an optical head-mounted display (OHMD)
C. uses technology allowing humans to interact with a computer through
bodily sensations and movements
D. a work environment that is not located in any one physical space
Feedback: Google Glass is a wearable computer with an optical headmounted display (OHMD).
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
249. What is a haptic interface?
A. the viewing of the physical world with computer-generated layers of
information added to it
B. a wearable computer with an optical head-mounted display (OHMD)
C. uses technology allowing humans to interact with a computer through
bodily sensations and movements
D. a work environment that is not located in any one physical space
Feedback: A haptic interface uses technology allowing humans to interact
with a computer through bodily sensations and movements.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
250. What is a virtual workplace?
A. the viewing of the physical world with computer-generated layers of
information added to it
B. a wearable computer with an optical head-mounted display (OHMD)
C. uses technology allowing humans to interact with a computer through
bodily sensations and movements
D. a work environment that is not located in any one physical space
Feedback: A virtual workplace is a work environment that is not located
in any one physical space.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
251. Bob Silver loves playing a game called World of Warcraft where he
has the capability to create his own character and even his own life-like
environment. Into which AI system would you categorize World of Warcraft?
A. multi-agent system
B. expert system
C. virtual reality
D. fuzzy logic system
Feedback: Virtual reality a computer-simulated environment that can be a
simulation of the real world or an imaginary world. It is a fast growing
area of AI that had its origins in efforts to build more natural,
realistic, multisensory human computer interfaces.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Accessibility: Keyboard Navigation
252. What is the viewing of the physical world with computer-generated
layers of information added to it?
A. virtual reality
B. augmented reality
C. virtual workforce
D. All of these are correct.
Feedback: Augmented reality is the viewing of the physical world with
computer-generated layers of information added to it.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Scrambling: Locked
Accessibility: Keyboard Navigation
253. What is the term for a computer-simulated environment that can be a
simulation of the real world or an imaginary world?
A. virtual reality
B. augmented reality
C. virtual workforce
D. All of these are correct.
Feedback: Virtual reality is a computer-simulated environment that can be
a simulation of the real world or an imaginary world.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Scrambling: Locked
Accessibility: Keyboard Navigation
254. Which business process would you find in the marketing and sales
division?
A. manufacturing inventory
B. enrolling employees in health care benefits
C. promoting of discounts
D. creating financial statements
Feedback: Samples of business processes for the marketing and sales
division of a company include 1) promoting of discounts, 2) communicating
marketing campaigns, 3) attracting customer, and 4) processing sales.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
255. Which of the following departments is primarily responsible for
promoting discounts, attracting customers, and communicating marketing
campaigns?
A. Accounting and Finance
B. Marketing and Sales
C. Operations Management
D. Human Resources
Feedback: The Marketing and Sales division is responsible for the
business processes of promoting of discounts, communicating marketing
campaigns, attracting customers, and processing sales.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
256. Which of the following represents a business process you would find
in the operations management department?
A. ordering inventory
B. processing sales
C. promoting discounts
D. paying of accounts payable
Feedback: Samples of business processes for the operations management
division of a company include 1) ordering inventory, 2) creating
production schedules, and 3) manufacturing goods.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
257. Which of the below represents business processes you would find in
the human resources department?
A. Hiring employees
B. Enrolling employees in benefit plans
C. Tracking vacation and sick time
D. All of these are correct.
Feedback: Some sample business processes included within the human
resources division of a company include 1) hiring employees, 2) enrolling
employees in health care or other benefit plans, and 3) tracking vacation
and sick time.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Evaluating Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
258. What is the difference between customer-facing processes and
business-facing processes?
A. Business-facing processes are front-office processes, customer-facing
processes are back-office processes.
B. Customer-facing processes are front-office processes, business-facing
processes are back-office processes.
C. Customer-facing processes are back-office processes, and industryspecific customer-facing processes are back-office processes.
D. Customer-facing processes are back-office processes, and industryspecific customer-facing processes are front-office processes.
Feedback: Customer-facing processes, also called front-office processes,
result in product service received by an organization’s external
customer. Business-facing processes, also called back-office processes,
are invisible to the external customer but essential to the effective
management of the business.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
259. Which of the following is a customer-facing process?
A. communicating with customers
B. strategic goal setting
C. providing performance feedback and rewards
D. purchasing raw materials
Feedback: Customer-facing processes result in a product or service
received by an organization’s external customer and includes fulfilling
orders, communicating with customers, sending out bills, and marketing
information.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
260. Which of the following represents a business-facing process?
A. loan processing
B. order processing
C. strategic planning
D. customer billing
Feedback: Business-facing processes, also called back-office processes,
are invisible to the external customer but essential to the effective
management of the business; they include goal setting, day-to-day
planning, giving performance feedback and rewards, and allocating
resources.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
261. Most business processes are cross-functional or cross-departmental
processes that span the entire organization. Which of the following does
not represent a cross-functional business process?
A. order-to-delivery process
B. loan processing
C. taking a product from concept to market
D. processing payroll
Feedback: The process of "order to delivery" focuses on the entire
customer order process across functional departments. Another example is
"product realization," which includes not only the way a product is
developed, but also the way it is marketed and serviced. Other crossfunctional business processing are taking a product from concept to
market, acquiring customers, loan processing, providing post-sales
service, claim processing, and reservation handling.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
262. The accounting and finance department performs processes such as
creating financial statements, paying accounts payables, and collecting
accounts receivables. What form of processes do these represent?
A. customer-facing processes
B. business-facing processes
C. industry-specific customer facing processes
D. All of these are correct.
Feedback: The accounting and finance division in a company creates
financial statements, pays the accounts payables, and collects accounts
receivables. All of these processes are business-facing processes.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
263. Which of the following processes focuses on the entire customer
order process and operates across functional departments?
A. order to delivery process
B. customer billing process
C. customer loan process
D. All of these are correct.
Feedback: Most business processes are cross-functional or crossdepartmental processes and span the entire organization. The process of
"order to delivery" focuses on the entire customer order process across
functional departments.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
264. Which processes would be found in the operations management
department?
A. creating production schedules
B. communicating marketing campaigns
C. hiring employees
D. processing sales
Feedback: Sample business processes within the operations management
division of a company include 1) ordering inventory, 2) creating
production schedules, and 3) manufacturing goods.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Evaluating Business Processes
Accessibility: Keyboard Navigation
265. What form of processes include loan processing for a bank, claims
processing for an insurance company, reservation processing for a hotel,
and baggage handling for an airline?
A. customer-facing processes
B. business-facing processes
C. industry-specific customer-facing processes
D. All of these are correct.
Feedback: Loan processing for a bank, claims processing for an insurance
company, reservation processing for a hotel, and baggage handling for an
airline are all examples of industry-specific customer-facing processes.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
266. What type of process includes order processing, customer service
processing, sales processing, customer billing processing, and order
shipping processing?
A. customer-facing processes
B. business-facing processes
C. industry-specific customer facing processes
D. All of these are correct.
Feedback: Order processing, customer service processing, sales
processing, customer billing processing, and order shipping processing
are all customer-facing processes.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
267. When considering the 5 steps of the order-to-delivery business
process, creating campaigns and checking inventory are included in which
step?
A. Step 4 – Sales
B. Step 1 – Marketing
C. Step 3 – Operations management
D. Step 2 – Customer service
Feedback: When considering the 5 steps of the order-to-delivery business
process, Step 1 is marketing, where the business creates campaigns and
checks inventory.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
268. When considering the 5 steps of the order-to-delivery business
process, supporting sales are included in which step?
A. Step 2 – Sales
B. Step 1 – Marketing
C. Step 3 – Operations management
D. Step 5 – Customer service
Feedback: When considering the 5 steps of the order-to-delivery business
process, Step 5 is customer service, which supports sales.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
269. When considering the 5 steps of the order-to-delivery business
process, manufacturing goods are included in which step?
A. Step 2 – Sales
B. Step 1 – Marketing
C. Step 3 – Operations management
D. Step 5 – Customer service
Feedback: Step 3 is operations management, which includes manufacturing
goods.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
270. When considering the 5 steps of the order-to-delivery business
process, which step includes places orders, notifies production, and
checks credit?
A. Step 2 – Sales
B. Step 1 – Marketing
C. Step 3 – Operations management
D. Step 5 – Customer service
Feedback: Step 2 is sales, which places orders, notifies production, and
checks credit.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
271. What uses a systematic approach in an attempt to improve business
effectiveness and efficiency continuously?
A. static process
B. dynamic process
C. sales process
D. customer service process
Feedback: A static process uses a systematic approach in an attempt to
improve business effectiveness and efficiency continuously.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
272. What is continuously changing and provides business solutions to
ever-changing business operations?
A. static process
B. dynamic process
C. sales process
D. customer service process
Feedback: A dynamic process continuously changes and provides business
solutions to ever-changing business operations.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
273. Managers constantly attempt to optimize _________.
A. static processes
B. dynamic processes
C. sales processes
D. customer service processes
Feedback: Managers constantly attempt to optimize static processes.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
274. Which of the following is an example of static processes?
A. running payroll
B. calculating taxes
C. creating financial statements
D. All of these are correct.
Feedback: Managers constantly attempt to optimize static processes.
Examples of static processes include running payroll, calculating taxes,
and creating financial statements.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
275. Which of the following is an example of dynamic processes?
A. employee layoffs
B. order level changes based on currency rates
C. canceling business travel due to extreme weather
D. All of these are correct.
Feedback: All of these are examples of dynamic processes.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
276. Which of the following is an example of dynamic processes?
A. running payroll
B. calculating taxes
C. creating financial statements
D. employee layoffs
Feedback: Employee layoffs is an example of dynamic processes.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
277. Which of the following is an example of static processes?
A. employee layoffs
B. order level changes based on currency rates
C. canceling business travel due to extreme weather
D. creating financial statements
Feedback: Creating financial statements is an example of a static
process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
278. As the business and its strategies change, so do the _________
processes.
A. static
B. dynamic
C. sales
D. customer service
Feedback: As the business and its strategies change, so do the dynamic
processes.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Accessibility: Keyboard Navigation
279. Jessica Ulta works as an employee for City Service Credit Union and
is responsible for consulting on loans, talking clients through the loan
process, and providing loans to members. What type of processes does
Jessica primarily work with?
A. business-facing processes
B. industry-specific customer-facing processes
C. customer-facing process
D. industry-specific business-facing processes
Feedback: When considering the business process modeling chart, Jessica
is taking part in the industry-specific customer-facing processes
depicted in the example.
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
280. Sarah Schin was recently hired by Bank West as the Global Director
of Human Resources. Her job duties include determining employment
policies as well as overseeing all hiring, firing, and training of
employees. What type of processes does Sarah’s new job demonstrate?
A. business-facing processes
B. industry-specific customer facing processes
C. customer-facing processes
D. industry-specific business-facing processes
Feedback: The business-facing processes are 1) strategic planning, 2)
tactical planning, 3) budget forecasting, 4) training, and 5) purchasing
raw material.
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
281. Business process modeling, or mapping is the activity of creating a
detailed flowchart or process map of a work process that shows its
inputs, tasks, and activities in a(n) ________ sequence.
A. unstructured
B. semistructured
C. structured
D. unilateral
Feedback: Business process modeling, or mapping is the activity of
creating a detailed flowchart or process map of a work process that shows
its inputs, tasks, and activities in a structured sequence.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
282. What is a graphical notation that depicts the steps in a business
process?
A. business process model nation
B. business practice model notation
C. business process model notation
D. business practice management notes
Feedback: Business process model notation is a graphical notation that
depicts the steps in a business process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
283. What displays the path in which the process flows?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
Feedback: A BPMN flow displays the path in which the process flows.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
284. What is a task in a business process?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
Feedback: BPMN activity is a task in a business process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
285. What is a model that represents the current state of the operation
without any specific improvements or changes to existing processes?
A. As-Is process models
B. To-Be process models
C. competitive business process models
D. workflow model
Feedback: The model that represents the current state of the operation
that has been mapped, without any specific improvements or changes to
existing processes, is the As-Is process model.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
286. What is the business process model that ensures the process is fully
and clearly understood before the details of a process solution are
decided upon?
A. As-Is process model
B. business process reengineering model
C. customer facing process
D. To-Be process model
Feedback: The To-Be process model approach ensures that the process is
fully and clearly understood before the details of a process solution are
decided upon.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
287. What is the difference between the As-Is process model and the To-Be
process model?
A. The As-Is process model begins with what the process problem is, and
the To-Be process model displays how the problem will be solved.
B. The process models are not related.
C. Both process models determine when to solve the problem.
D. The As-Is process model begins with where to implement the solution,
and the To-Be process model displays why the problem needs to be fixed.
Feedback: The business process modeling usually begins with a functional
process representation. The differences between the two models is that
the As-Is process model begins with what the process problem is and the
To-Be process model displays how the problem will be solved.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
288. What is the primary goal of the As-Is process model?
A. to outline the process elements for the To-Be process
B. to create process choices for the As-Is process
C. to simplify, eliminate, and improve the To-Be process
D. to analyze the To-Be process elements
Feedback: The primary goal of the As-Is process model is to simplify,
eliminate, and improve the To-Be processes.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
289. The local florist in town is Cheryl Steffan who has been in business
for over 20 years. Recently, Cheryl has noticed several complaints about
delivery errors. Cheryl decides to investigate the errors in her business
delivery process and finds that most of the inaccuracies occur during
order taking. Cheryl decides to implement an electronic ordering system
to help improve order efficiency and effectiveness. What method did
Cheryl follow to solve her delivery issues?
A. modeled the As-Is process, fixed the errors, and then created the ToBe process
B. modeled the To-Be process, fixed the errors, and then created the AsIs process
C. moved directly to implementing the To-Be process without analyzing the
As-Is process
D. moved directly to implementing the As-Is process without analyzing the
To-Be process
Feedback: The As-Is process model has the primary goals to simplify,
eliminate, and improve the processes by defining the most efficient and
effective process.
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
290. What is the primary goal of using As-Is and To-Be process models?
A. to determine employee specific errors
B. to determine measurement metrics
C. to determine the best way to solve a proble
D. to determine what the problem is and then how to solve the problem
Feedback: The primary goals of the As-Is and the To-Be process models is
to determine what the problem is and how to solve the problem.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
291. What is anything that happens during the course of a business
process?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
Feedback: A BPMN event is anything that happens during the course of a
business process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
292. What is used to control the flow of a process?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
Feedback: A BPMN gateway is used to control the flow of a process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
293. What is represented by a circle in a business process model?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
Feedback: A BPMN event is represented by a circle in a business process
model.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
294. What is represented by a rounded-corner rectangle in a business
process model?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
Feedback: An activity is represented by a rounded-corner rectangle in a
business process model.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
295. What is represented by a diamond shape in a business process model?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
Feedback: Gateways are represented by a diamond shape in a business
process model.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Accessibility: Keyboard Navigation
296. What is represented by arrows in a business process model?
A. BPMN event
B. BPMN activity
C. BPMN flow
D. BPMN gateway
Feedback: Flows are represented by arrows in a business process model.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Scrambling: Locked
Accessibility: Keyboard Navigation
297. Which of the below examples indicates when the time is right to
initiate a business process change?
A. The market being served makes a distinctive shift.
B. The company is below industry benchmarks on its core processes.
C. The company strategically passes or leapfrogs the competition on key
decisions to regain competitive advantage.
D. All of these are correct.
Feedback: The three conditions that indicate the time is right to
initiate a business process change are 1) there has been a pronounced
shift in the market the process was designed to serve, 2) the company is
markedly below industry benchmarks on its core processes, and 3) to
regain competitive advantage, the company must leapfrog competition on
key dimensions.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Scrambling: Locked
Accessibility: Keyboard Navigation
298. What is a workflow control system?
A. monitors processes to ensure tasks, activities, and responsibilities
are executed as specified
B. includes the tasks, activities, and responsibilities required to
execute each step in a business process
C. attempts to understand and measure the current process and make
performance improvements accordingly
D. All of these are correct.
Feedback: Workflow control systems monitor processes to ensure tasks,
activities, and responsibilities are executed as specified.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
299. What includes the tasks, activities, and responsibilities required
to execute each step in a business process?
A. workflow
B. swim lane
C. automation
D. streamlining
Feedback: Workflow includes the tasks, activities, and responsibilities
required to execute each step in a business process.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
300. What is the process of computerizing manual tasks, making them more
efficient and effective and dramatically lowering operational costs?
A. workflow
B. swim lane
C. automation
D. streamlining
Feedback: Automation is the process of computerizing manual tasks, making
them more efficient and effective and dramatically lowering operational
costs.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
301. Transaction processing systems are primarily used to automate
business processes. Automation increases efficiency and effectiveness
while reducing head count, which in turn reduces the overall operational
_____________.
A. costs
B. systems
C. revenues
D. intelligence
Feedback: Automation increases efficiency and effectiveness while
reducing head count, which in turn reduces the overall operational costs.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
302. Review the following list of key terms and determine which one
typically occurs during operational business process improvement.
A. automation
B. streamlining
C. reengineering
D. improvement
Feedback: Automation typically occurs during operational business process
improvement.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
303. What are operational business processes?
A. dynamic, nonroutine, long-term business processes such as financial
planning, expansion strategies, and stakeholder interactions
B. semidynamic, semiroutine, monthly business processes such as resource
allocation, sales strategy, or manufacturing process improvements
C. static, routine, daily business processes such as stocking inventory,
checking out customers, or daily opening and closing processes
D. None of these are correct.
Feedback: Operational business processes are static, routine, daily
business processes such as stocking inventory, checking out customers, or
daily opening and closing processes.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
304. What are static, routine, daily business processes, such as stocking
inventory, checking out customers, or daily opening and closing
processes?
A. operational business processes
B. managerial business processes
C. strategic business processes
D. success business processes
Feedback: Operational business processes are static, routine, daily
business processes such as stocking inventory, checking out customers, or
daily opening and closing processes.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
305. Changing business processes with MIS outlines how to improve the
three levels of business processes: operational, managerial, and
strategic. From operational to strategic, what are the three major
improvement strategies that the author describes?
A. automation – streamlining – reengineering
B. artificial intelligence – streamlining – reengineering
C. automation – workflow – reinvention
D. automation – consolidating – restructuring
Feedback: Changing business processes with MIS outlines how to improve
the three levels of business processes: operational, managerial, and
strategic. From operational to strategic, the three major improvement
strategies are automation – streamlining – reengineering.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
306. Which process attempts to understand and measure the current process
and make improvements?
A. business process mapping
B. business process reengineering
C. business process improvement
D. business process model
Feedback: The business process improvement attempts to understand and
measure the current process and make performance improvements
accordingly.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
307. Review the following list of key terms and determine which one
typically occurs during managerial business process improvement.
A. automation
B. streamlining
C. reengineering
D. improvement
Feedback: Streamlining typically occurs during managerial business
process improvement.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
308. Several factors can accelerate the need for a company to make
business improvement processes. What is the most obvious factor?
A. market shifts
B. technology
C. discoveries
D. bottlenecking
Feedback: Several factors can accelerate the need for a company to make
business improvement processes. The most obvious factor by far is
technology.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
309. What improves managerial level business processes?
A. performance measures
B. bottlenecks
C. redundancy
D. streamlining
Feedback: The factor that improves the managerial level business
processes is streamlining, which improves business process efficiencies
by simplifying or eliminating unnecessary steps.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
310. What improves business process efficiencies by simplifying or
eliminating unnecessary steps?
A. workflow
B. swim lane
C. automation
D. streamlining
Feedback: Streamlining improves business process efficiencies by
simplifying or eliminating unnecessary steps.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
311. What occurs when resources reach full capacity and cannot handle any
additional demands limiting throughput and impeding operations?
A. bottlenecks
B. redundancy
C. automation
D. streamlining
Feedback: Bottlenecks occurs when resources reach full capacity and
cannot handle any additional demands limiting throughput and impeding
operations.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
312. What occurs when a task or activity is unnecessarily repeated?
A. bottlenecks
B. redundancy
C. automation
D. streamlining
Feedback: Redundancy occurs when a task or activity is unnecessarily
repeated.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
313. Automating a business process that contains _______ or _______ will
magnify or amplify these problems if they are not corrected first.
A. bottlenecks; regulations
B. redundancies; regulations
C. bottlenecks; redundancies
D. redundancies; swim lanes
Feedback: Automating a business process that contains bottlenecks or
redundancies will magnify or amplify these problems if they are not
corrected first.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
314. What are semidynamic, semiroutine, monthly business processes such
as resource allocation, sales strategy, or manufacturing process
improvements?
A. Operational business processes.
B. Managerial business processes.
C. Strategic business processes.
D. Success business processes.
Feedback: Managerial business processes are semidynamic, semiroutine,
monthly business processes such as resource allocation, sales strategy,
or manufacturing process improvements.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
315. What are managerial business processes?
A. dynamic, nonroutine, long-term business processes such as financial
planning, expansion strategies, and stakeholder interactions
B. semidynamic, semiroutine, monthly business processes such as resource
allocation, sales strategy, or manufacturing process improvements
C. static, routine, daily business processes such as stocking inventory,
checking out customers, or daily opening and closing processes
D. None of these are correct.
Feedback: Managerial business processes are semidynamic, semiroutine,
monthly business processes such as resource allocation, sales strategy,
or manufacturing process improvements.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
316. What are strategic business processes?
A. dynamic, nonroutine, long-term business processes such as financial
planning, expansion strategies, and stakeholder interactions
B. semidynamic, semiroutine, monthly business processes such as resource
allocation, sales strategy, or manufacturing process improvements
C. static, routine, daily business processes such as stocking inventory,
checking out customers, or daily opening and closing processes
D. None of these are correct.
Feedback: Strategic business processes are dynamic, nonroutine, long-term
business processes such as financial planning, expansion strategies, and
stakeholder interactions.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
317. Review the following list of key terms and determine which one
typically occurs during strategic business process improvement.
A. automation
B. streamlining
C. reengineering
D. improvement
Feedback: Reengineering typically occurs during strategic business
process improvement.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
318. What are dynamic, nonroutine, long-term business processes such as
financial planning, expansion strategies, and stakeholder interactions?
A. Operational business processes.
B. Managerial business processes.
C. Strategic business processes.
D. Success business processes.
Feedback: Strategic business processes are dynamic, nonroutine, long-term
business processes such as financial planning, expansion strategies, and
stakeholder interactions.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
319. Fedex is a great example of a company that created a competitive
advantage through combining MIS and _______________.
A. traditional distribution and logistics processes
B. logistic processes and an As-Is process model
C. artificial intelligence and As-Is process model
D. swim lanes and logistic processes
Feedback: Fedex is a great example of a real life company that created a
competitive advantage through combining MIS and traditional distribution
and logistics processes.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Support Changing Business Processes with MIS
Accessibility: Keyboard Navigation
320. What is the analysis and redesign of workflow within and between
enterprises?
A. critical success factors (CSFs)
B. benchmarking metrics
C. business process reengineering (BPR)
D. decision support interfaces (DSI)
Feedback: Business process reengineering (BPR) is the analysis and
redesign of workflow within and between enterprises.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Scrambling: Locked
Accessibility: Keyboard Navigation
321. What does BPR assume about the current process in the extreme?
A. current process is irrelevant
B. current process is broken
C. current process must be overhauled from scratch
D. All of these are correct.
Feedback: BPR in the extreme assumes the current process is irrelevant,
broken, or must be overhauled.
Difficulty: 1 Easy
Blooms: Remember
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
322. Which represents the four main steps in the business process
reengineering?
A. set project problem, study competition, create new products, and
implement solution
B. set project scope, study competition, create new products, and
implement solution
C. set project scope, study competition, create new processes, and
implement solution
D. study competition, set project scope, create new processes, and
implement solutions
Feedback: The four main steps in the business process reengineering model
include 1) set project scope, 2) study competition, 3) create new
processes, and 4) implement solution.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Support Changing Business Processes with MIS
Scrambling: Locked
Accessibility: Keyboard Navigation
323. Which of the following explains why a company would implement a BPR
strategy?
A. to encourage competition
B. to decrease customers
C. to create value for the customer
D. all of these are correct.
Feedback: Creating value for the customer is the leading reason a company
would implement a BPR strategy, and MIS often plays an important enabling
role.
Difficulty: 2 Medium
Blooms: Understand
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Accessibility: Keyboard Navigation
324. Explain the importance of decision making for managers at each of
the three primary organization levels along with the associated decision
characteristics.
Feedback: Decision-making skills are essential for all business
professionals at every company level who make decisions that run the
business. At the operational level, employees develop, control, and
maintain core business activities required to run the day-to-day
operations. Operational decisions are considered structured decisions,
which arise in situations where established processes offer potential
solutions. Structured decisions are made frequently and are almost
repetitive in nature; they affect short-term business strategies. At the
managerial level, employees are continuously evaluating company
operations to hone the firm’s abilities to identify, adapt to, and
leverage change. Managerial decisions cover short- and medium-range
plans, schedules, and budgets along with policies, procedures, and
business objectives for the firm. These types of decisions are considered
semistructured decisions; they occur in situations in which a few
established processes help to evaluate potential solutions, but not
enough to lead to a definite recommended decision. At the strategic
level, managers develop overall business strategies, goals, and
objectives as part of the company’s strategic plan. They also monitor the
strategic performance of the organization and its overall direction in
the political, economic, and competitive business environment. Strategic
decisions are highly unstructured decisions, occurring in situations in
which no procedures or rules exist to guide decision makers toward the
correct choice. They are infrequent, extremely important, and typically
related to long-term business strategy.
Learning Outcome: 02-01 Explain the importance of decision making for
managers at each of the three primary organization levels along with the
associated decision characteristics.
Topic: Making Organizational Business Decisions
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
325. Define critical success factors (CSFs) and key performance
indicators (KPIs), and explain how managers use them to measure the
success of MIS projects.
Feedback: Metrics are measurements that evaluate results to determine
whether a project is meeting its goals. Two core metrics are critical
success factors and key performance indicators. CSFs are the crucial
steps companies perform to achieve their goals and objectives and
implement their strategies and include creating high-quality products,
retaining competitive advantages, and reducing product costs. KPIs are
the quantifiable metrics a company uses to evaluate progress toward
critical success factors. KPIs are far more specific than CSFs; examples
include turnover rates of employees, percentage of help-desk calls
answered in the first minute, and number of products returned. It is
important to understand the relationship between critical success factors
and key performance indicators. CSFs are elements crucial for a business
strategy’s success. KPIs measure the progress of CSFs with quantifiable
measurements, and one CSF can have several KPIs. Of course, both
categories will vary by company and industry. Imagine improved graduation
rates as a CSF for a college.
Learning Outcome: 02-02 Define critical success factors (CSFs) and key
performance indicators (KPIs) and explain how managers use them to
measure the success of MIS projects.
Difficulty: 3 Hard
Blooms: Analyze
Topic: Metrics: Measuring Success
Accessibility: Keyboard Navigation
326. Classify the different operational support systems, managerial
support systems, and strategic support systems, and explain how managers
can use these systems to make decisions and gain competitive advantages.
Feedback: Being able to sort, calculate, analyze, and slice-and-dice
information is critical to an organization’s success. Without knowing
what is occurring throughout the organization, there is no way that
managers and executives can make solid decisions to support the business.
The different operational, managerial, and strategic support systems
include: Operational: A transaction processing system (TPS) is the basic
business system that serves the operational level (analysts) in an
organization. The most common example of a TPS is an operational
accounting system such as a payroll system or an order-entry system.
Managerial: A decision support system (DSS) models information to support
managers and business professionals during the decision-making process.
Strategic: An executive information system (EIS) is a specialized DSS
that supports senior level executives within the organization.
Topic: Using MIS to Make Business Decisions
Learning Outcome: 02-03 Classify the different operational support
systems, managerial support systems, and strategic support systems and
explain how managers can use these systems to make decisions and gain
competitive advantages.
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
327. Describe artificial intelligence, and identify its five main types.
Feedback: The five most common categories of AI are: 1. Expert systems—
computerized advisory programs that imitate the reasoning processes of
experts in solving difficult problems. 2. Neural networks—attempts to
emulate the way the human brain works. 3. Genetic algorithm—a system that
mimics the evolutionary, survival-of-the-fittest process to generate
increasingly better solutions to a problem. 4. Intelligent agents—a
special-purpose knowledge-based information system that accomplishes
specific tasks on behalf of its users. 5. Virtual reality—a computersimulated environment that can be a simulation of the real world or an
imaginary world.
Learning Outcome: 02-04 Describe artificial intelligence, and identify
its five main types.
Topic: Using AI to Make Business Decisions
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
328. Explain the value of business processes for a company, and
differentiate between customer-facing and business-facing process.
Feedback: A business process is a standardized set of activities that
accomplish a specific task, such as processing a customer’s order.
Business processes transform a set of inputs into a set of outputs (goods
or services) for another person or process by using people and tools.
Without processes, organizations would not be able to complete
activities. Customer-facing processes result in a product or service that
is received by an organization’s external customer. Business-facing
processes are invisible to the external customer but essential to the
effective management of the business.
Learning Outcome: 02-05 Explain the value of business processes for a
company, and differentiate between customer-facing and business-facing
processes.
Topic: Managing Business Processes
Difficulty: 3 Hard
Blooms: Analyze
Accessibility: Keyboard Navigation
329. Demonstrate the value of business process modeling, and compare AsIs and To-Be models.
Feedback: Business process modeling (or mapping) is the activity of
creating a detailed flowchart or process map of a work process showing
its inputs, tasks, and activities, in a structured sequence. A business
process model is a graphic description of a process, showing the sequence
of process tasks, which is developed for a specific purpose and from a
selected viewpoint. Business process modeling usually begins with a
functional process representation of what the process problem is, or an
As-Is process model. As-Is process models represent the current state of
the operation that has been mapped, without any specific improvements or
changes to existing processes. The next step is to build a To-Be process
model that displays how the process problem will be solved or
implemented. To-Be process models show the results of applying change
improvement opportunities to the current (As-Is) process model. This
approach ensures that the process is fully and clearly understood before
the details of a process solution are decided upon.
Learning Outcome: 02-06 Demonstrate the value of business process
modeling, and compare As-Is and To-Be models.
Topic: Business Process Modeling
Difficulty: 3 Hard
Blooms: Analyze
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330. Differentiate among business process improvements, streamlining, and
reengineering.
Feedback: Business process improvement attempts to understand and measure
the current process and make performance improvements accordingly.
Streamlining improves business process efficiencies by simplifying or
eliminating unnecessary steps. Bottlenecks occur when resources reach
full capacity and cannot handle any additional demands; they limit
throughput and impede operations. Streamlining removes bottlenecks, an
important step if the efficiency and capacity of a business process are
being increased. Business process reengineering (BPR) is the analysis and
redesign of workflow within and between enterprises and occurs at the
systems level or companywide level and the end-to-end view of a process.
Learning Outcome: 02-07 Differentiate among automation, streamlining, and
reengineering.
Topic: Using MIS to Improve Business Processes
Difficulty: 3 Hard
Blooms: Analyze
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